{\rtf1\adeflang1025\ansi\ansicpg1252\uc1\adeff0\deff0\stshfdbch31505\stshfloch0\stshfhich0\stshfbi0\deflang4105\deflangfe4105\themelang1033\themelangfe2052\themelangcs0{\fonttbl{\f0\fbidi \froman\fcharset0\fprq2{\*\panose 02020603050405020304}Times New Roman;}{\f1\fbidi \fswiss\fcharset0\fprq2{\*\panose 020b0604020202020204}Arial;}
{\f2\fbidi \fmodern\fcharset0\fprq1{\*\panose 02070309020205020404}Courier New;}{\f3\fbidi \froman\fcharset2\fprq2{\*\panose 05050102010706020507}Symbol;}{\f13\fbidi \fnil\fcharset134\fprq2{\*\panose 02010600030101010101}SimSun{\*\falt \'cb\'ce\'cc\'e5};}
{\f34\fbidi \froman\fcharset0\fprq2{\*\panose 02040503050406030204}Cambria Math;}{\f43\fbidi \froman\fcharset0\fprq2{\*\panose 00000000000000000000}MicrosoftLogo95{\*\falt Times New Roman};}
{\f44\fbidi \fmodern\fcharset0\fprq1{\*\panose 00000000000000000000}Lucida Sans Typewriter;}{\f45\fbidi \fnil\fcharset2\fprq2 MSIcons;}{\f46\fbidi \fswiss\fcharset0\fprq2{\*\panose 00000000000000000000}Arial Narrow;}
{\f47\fbidi \fswiss\fcharset0\fprq2{\*\panose 00000000000000000000}Arial Black;}{\f140\fbidi \fnil\fcharset134\fprq2{\*\panose 02010600030101010101}@SimSun;}{\flomajor\f31500\fbidi \froman\fcharset0\fprq2{\*\panose 02020603050405020304}Times New Roman;}
{\fdbmajor\f31501\fbidi \fnil\fcharset134\fprq2{\*\panose 02010600030101010101}SimSun{\*\falt \'cb\'ce\'cc\'e5};}{\fhimajor\f31502\fbidi \froman\fcharset0\fprq2{\*\panose 00000000000000000000}Cambria;}
{\fbimajor\f31503\fbidi \froman\fcharset0\fprq2{\*\panose 02020603050405020304}Times New Roman;}{\flominor\f31504\fbidi \froman\fcharset0\fprq2{\*\panose 02020603050405020304}Times New Roman;}
{\fdbminor\f31505\fbidi \fnil\fcharset134\fprq2{\*\panose 02010600030101010101}SimSun{\*\falt \'cb\'ce\'cc\'e5};}{\fhiminor\f31506\fbidi \fswiss\fcharset0\fprq2{\*\panose 020f0502020204030204}Calibri;}
{\fbiminor\f31507\fbidi \froman\fcharset0\fprq2{\*\panose 02020603050405020304}Times New Roman;}{\f516\fbidi \froman\fcharset238\fprq2 Times New Roman CE;}{\f517\fbidi \froman\fcharset204\fprq2 Times New Roman Cyr;}
{\f519\fbidi \froman\fcharset161\fprq2 Times New Roman Greek;}{\f520\fbidi \froman\fcharset162\fprq2 Times New Roman Tur;}{\f521\fbidi \froman\fcharset177\fprq2 Times New Roman (Hebrew);}{\f522\fbidi \froman\fcharset178\fprq2 Times New Roman (Arabic);}
{\f523\fbidi \froman\fcharset186\fprq2 Times New Roman Baltic;}{\f524\fbidi \froman\fcharset163\fprq2 Times New Roman (Vietnamese);}{\f526\fbidi \fswiss\fcharset238\fprq2 Arial CE;}{\f527\fbidi \fswiss\fcharset204\fprq2 Arial Cyr;}
{\f529\fbidi \fswiss\fcharset161\fprq2 Arial Greek;}{\f530\fbidi \fswiss\fcharset162\fprq2 Arial Tur;}{\f531\fbidi \fswiss\fcharset177\fprq2 Arial (Hebrew);}{\f532\fbidi \fswiss\fcharset178\fprq2 Arial (Arabic);}
{\f533\fbidi \fswiss\fcharset186\fprq2 Arial Baltic;}{\f534\fbidi \fswiss\fcharset163\fprq2 Arial (Vietnamese);}{\f536\fbidi \fmodern\fcharset238\fprq1 Courier New CE;}{\f537\fbidi \fmodern\fcharset204\fprq1 Courier New Cyr;}
{\f539\fbidi \fmodern\fcharset161\fprq1 Courier New Greek;}{\f540\fbidi \fmodern\fcharset162\fprq1 Courier New Tur;}{\f541\fbidi \fmodern\fcharset177\fprq1 Courier New (Hebrew);}{\f542\fbidi \fmodern\fcharset178\fprq1 Courier New (Arabic);}
{\f543\fbidi \fmodern\fcharset186\fprq1 Courier New Baltic;}{\f544\fbidi \fmodern\fcharset163\fprq1 Courier New (Vietnamese);}{\f648\fbidi \fnil\fcharset0\fprq2 SimSun Western{\*\falt \'cb\'ce\'cc\'e5};}
{\f856\fbidi \froman\fcharset238\fprq2 Cambria Math CE;}{\f857\fbidi \froman\fcharset204\fprq2 Cambria Math Cyr;}{\f859\fbidi \froman\fcharset161\fprq2 Cambria Math Greek;}{\f860\fbidi \froman\fcharset162\fprq2 Cambria Math Tur;}
{\f863\fbidi \froman\fcharset186\fprq2 Cambria Math Baltic;}{\f864\fbidi \froman\fcharset163\fprq2 Cambria Math (Vietnamese);}{\f976\fbidi \fswiss\fcharset238\fprq2 Arial Narrow CE;}{\f977\fbidi \fswiss\fcharset204\fprq2 Arial Narrow Cyr;}
{\f979\fbidi \fswiss\fcharset161\fprq2 Arial Narrow Greek;}{\f980\fbidi \fswiss\fcharset162\fprq2 Arial Narrow Tur;}{\f983\fbidi \fswiss\fcharset186\fprq2 Arial Narrow Baltic;}{\f986\fbidi \fswiss\fcharset238\fprq2 Arial Black CE;}
{\f987\fbidi \fswiss\fcharset204\fprq2 Arial Black Cyr;}{\f989\fbidi \fswiss\fcharset161\fprq2 Arial Black Greek;}{\f990\fbidi \fswiss\fcharset162\fprq2 Arial Black Tur;}{\f993\fbidi \fswiss\fcharset186\fprq2 Arial Black Baltic;}
{\f1918\fbidi \fnil\fcharset0\fprq2 @SimSun Western;}{\flomajor\f31508\fbidi \froman\fcharset238\fprq2 Times New Roman CE;}{\flomajor\f31509\fbidi \froman\fcharset204\fprq2 Times New Roman Cyr;}
{\flomajor\f31511\fbidi \froman\fcharset161\fprq2 Times New Roman Greek;}{\flomajor\f31512\fbidi \froman\fcharset162\fprq2 Times New Roman Tur;}{\flomajor\f31513\fbidi \froman\fcharset177\fprq2 Times New Roman (Hebrew);}
{\flomajor\f31514\fbidi \froman\fcharset178\fprq2 Times New Roman (Arabic);}{\flomajor\f31515\fbidi \froman\fcharset186\fprq2 Times New Roman Baltic;}{\flomajor\f31516\fbidi \froman\fcharset163\fprq2 Times New Roman (Vietnamese);}
{\fdbmajor\f31520\fbidi \fnil\fcharset0\fprq2 SimSun Western{\*\falt \'cb\'ce\'cc\'e5};}{\fhimajor\f31528\fbidi \froman\fcharset238\fprq2 Cambria CE;}{\fhimajor\f31529\fbidi \froman\fcharset204\fprq2 Cambria Cyr;}
{\fhimajor\f31531\fbidi \froman\fcharset161\fprq2 Cambria Greek;}{\fhimajor\f31532\fbidi \froman\fcharset162\fprq2 Cambria Tur;}{\fhimajor\f31535\fbidi \froman\fcharset186\fprq2 Cambria Baltic;}
{\fhimajor\f31536\fbidi \froman\fcharset163\fprq2 Cambria (Vietnamese);}{\fbimajor\f31538\fbidi \froman\fcharset238\fprq2 Times New Roman CE;}{\fbimajor\f31539\fbidi \froman\fcharset204\fprq2 Times New Roman Cyr;}
{\fbimajor\f31541\fbidi \froman\fcharset161\fprq2 Times New Roman Greek;}{\fbimajor\f31542\fbidi \froman\fcharset162\fprq2 Times New Roman Tur;}{\fbimajor\f31543\fbidi \froman\fcharset177\fprq2 Times New Roman (Hebrew);}
{\fbimajor\f31544\fbidi \froman\fcharset178\fprq2 Times New Roman (Arabic);}{\fbimajor\f31545\fbidi \froman\fcharset186\fprq2 Times New Roman Baltic;}{\fbimajor\f31546\fbidi \froman\fcharset163\fprq2 Times New Roman (Vietnamese);}
{\flominor\f31548\fbidi \froman\fcharset238\fprq2 Times New Roman CE;}{\flominor\f31549\fbidi \froman\fcharset204\fprq2 Times New Roman Cyr;}{\flominor\f31551\fbidi \froman\fcharset161\fprq2 Times New Roman Greek;}
{\flominor\f31552\fbidi \froman\fcharset162\fprq2 Times New Roman Tur;}{\flominor\f31553\fbidi \froman\fcharset177\fprq2 Times New Roman (Hebrew);}{\flominor\f31554\fbidi \froman\fcharset178\fprq2 Times New Roman (Arabic);}
{\flominor\f31555\fbidi \froman\fcharset186\fprq2 Times New Roman Baltic;}{\flominor\f31556\fbidi \froman\fcharset163\fprq2 Times New Roman (Vietnamese);}{\fdbminor\f31560\fbidi \fnil\fcharset0\fprq2 SimSun Western{\*\falt \'cb\'ce\'cc\'e5};}
{\fhiminor\f31568\fbidi \fswiss\fcharset238\fprq2 Calibri CE;}{\fhiminor\f31569\fbidi \fswiss\fcharset204\fprq2 Calibri Cyr;}{\fhiminor\f31571\fbidi \fswiss\fcharset161\fprq2 Calibri Greek;}{\fhiminor\f31572\fbidi \fswiss\fcharset162\fprq2 Calibri Tur;}
{\fhiminor\f31573\fbidi \fswiss\fcharset177\fprq2 Calibri (Hebrew);}{\fhiminor\f31574\fbidi \fswiss\fcharset178\fprq2 Calibri (Arabic);}{\fhiminor\f31575\fbidi \fswiss\fcharset186\fprq2 Calibri Baltic;}
{\fhiminor\f31576\fbidi \fswiss\fcharset163\fprq2 Calibri (Vietnamese);}{\fbiminor\f31578\fbidi \froman\fcharset238\fprq2 Times New Roman CE;}{\fbiminor\f31579\fbidi \froman\fcharset204\fprq2 Times New Roman Cyr;}
{\fbiminor\f31581\fbidi \froman\fcharset161\fprq2 Times New Roman Greek;}{\fbiminor\f31582\fbidi \froman\fcharset162\fprq2 Times New Roman Tur;}{\fbiminor\f31583\fbidi \froman\fcharset177\fprq2 Times New Roman (Hebrew);}
{\fbiminor\f31584\fbidi \froman\fcharset178\fprq2 Times New Roman (Arabic);}{\fbiminor\f31585\fbidi \froman\fcharset186\fprq2 Times New Roman Baltic;}{\fbiminor\f31586\fbidi \froman\fcharset163\fprq2 Times New Roman (Vietnamese);}}
{\colortbl;\red0\green0\blue0;\red0\green0\blue255;\red0\green255\blue255;\red0\green255\blue0;\red255\green0\blue255;\red255\green0\blue0;\red255\green255\blue0;\red255\green255\blue255;\red0\green0\blue128;\red0\green128\blue128;\red0\green128\blue0;
\red128\green0\blue128;\red128\green0\blue0;\red128\green128\blue0;\red128\green128\blue128;\red192\green192\blue192;\red0\green0\blue0;\red0\green0\blue0;}{\*\defchp \lang1033\langfe2052\dbch\af31505\langnp1033\langfenp2052 }{\*\defpap 
\ql \li0\ri0\widctlpar\wrapdefault\aspalpha\aspnum\faauto\adjustright\rin0\lin0\itap0 }\noqfpromote {\stylesheet{\ql \li0\ri0\widctlpar\wrapdefault\aspalpha\aspnum\faauto\adjustright\rin0\lin0\itap0 \rtlch\fcs1 \af0\afs20\alang1025 \ltrch\fcs0 
\fs20\lang1033\langfe2052\loch\f0\hich\af0\dbch\af31505\cgrid\langnp1033\langfenp2052 \snext0 \sqformat \spriority0 Normal,DO NOT USE,n;}{
\s1\ql \li-720\ri0\sb120\sa100\keepn\widctlpar\noline\wrapdefault\hyphpar0\aspalpha\aspnum\faauto\outlinelevel0\adjustright\rin0\lin-720\itap0 \rtlch\fcs1 \af0\afs20\alang1025 \ltrch\fcs0 
\b\fs32\lang1033\langfe2052\loch\f1\hich\af1\dbch\af31505\cgrid\langnp1033\langfenp2052 \sbasedon15 \snext16 \sqformat \spriority0 heading 1,H1;}{
\s2\ql \li-360\ri0\sb120\sa100\keepn\widctlpar\noline\wrapdefault\hyphpar0\aspalpha\aspnum\faauto\outlinelevel1\adjustright\rin0\lin-360\itap0 \rtlch\fcs1 \af0\afs20\alang1025 \ltrch\fcs0 
\b\fs28\lang1033\langfe2052\loch\f1\hich\af1\dbch\af31505\cgrid\langnp1033\langfenp2052 \sbasedon1 \snext16 \sqformat \spriority0 heading 2,H2;}{
\s3\ql \li0\ri0\sb100\sa60\keepn\widctlpar\noline\wrapdefault\hyphpar0\aspalpha\aspnum\faauto\outlinelevel2\adjustright\rin0\lin0\itap0 \rtlch\fcs1 \af0\afs20\alang1025 \ltrch\fcs0 
\b\fs24\lang1033\langfe2052\kerning20\loch\f1\hich\af1\dbch\af31505\cgrid\langnp1033\langfenp2052 \sbasedon15 \snext16 \sqformat \spriority0 heading 3,H3;}{
\s4\ql \li0\ri0\sb100\sa60\keepn\widctlpar\noline\wrapdefault\hyphpar0\aspalpha\aspnum\faauto\outlinelevel3\adjustright\rin0\lin0\itap0 \rtlch\fcs1 \af0\afs20\alang1025 \ltrch\fcs0 
\b\fs20\lang1033\langfe2052\kerning20\loch\f1\hich\af1\dbch\af31505\cgrid\langnp1033\langfenp2052 \sbasedon15 \snext16 \sqformat \spriority0 heading 4,H4;}{
\s5\ql \li0\ri0\sb100\sa60\widctlpar\noline\wrapdefault\hyphpar0\aspalpha\aspnum\faauto\outlinelevel4\adjustright\rin0\lin0\itap0 \rtlch\fcs1 \af0\afs20\alang1025 \ltrch\fcs0 
\b\fs20\lang1033\langfe2052\kerning20\loch\f1\hich\af1\dbch\af31505\cgrid\langnp1033\langfenp2052 \sbasedon15 \snext16 \sqformat \spriority0 heading 5,DO NOT USE_h5;}{
\s6\ql \li0\ri0\sb100\sa60\widctlpar\noline\wrapdefault\hyphpar0\aspalpha\aspnum\faauto\outlinelevel5\adjustright\rin0\lin0\itap0 \rtlch\fcs1 \af0\afs20\alang1025 \ltrch\fcs0 
\b\i\fs20\lang1033\langfe2052\kerning20\loch\f1\hich\af1\dbch\af31505\cgrid\langnp1033\langfenp2052 \sbasedon15 \snext16 \sqformat \spriority0 heading 6,DO NOT USE_h6;}{\*\cs10 \additive \ssemihidden \sunhideused \spriority1 Default Paragraph Font;}{\*
\ts11\tsrowd\trftsWidthB3\trpaddl108\trpaddr108\trpaddfl3\trpaddft3\trpaddfb3\trpaddfr3\tblind0\tblindtype3\tsvertalt\tsbrdrt\tsbrdrl\tsbrdrb\tsbrdrr\tsbrdrdgl\tsbrdrdgr\tsbrdrh\tsbrdrv 
\ql \li0\ri0\widctlpar\wrapdefault\aspalpha\aspnum\faauto\adjustright\rin0\lin0\itap0 \rtlch\fcs1 \af0\afs20\alang1025 \ltrch\fcs0 \fs20\lang1033\langfe2052\loch\f0\hich\af0\dbch\af31505\cgrid\langnp1033\langfenp2052 \snext11 \ssemihidden \sunhideused 
Normal Table;}{\s15\ql \li0\ri0\widctlpar\noline\wrapdefault\hyphpar0\aspalpha\aspnum\faauto\adjustright\rin0\lin0\itap0 \rtlch\fcs1 \af0\afs20\alang1025 \ltrch\fcs0 
\fs20\lang1033\langfe2052\kerning20\loch\f1\hich\af1\dbch\af31505\cgrid\langnp1033\langfenp2052 \snext15 \spriority0 zzSanSerif;}{\s16\qj \li-2340\ri0\sa120\sl-240\slmult0
\widctlpar\noline\wrapdefault\hyphpar0\aspalpha\aspnum\faauto\adjustright\rin0\lin-2340\itap0 \rtlch\fcs1 \af0\afs20\alang1025 \ltrch\fcs0 \fs20\lang1033\langfe2052\kerning20\loch\f1\hich\af1\dbch\af31505\cgrid\langnp1033\langfenp2052 
\sbasedon15 \snext16 \spriority0 Text,t;}{\s17\qr \li-3260\ri0\keep\keepn\widctlpar\noline\wrapdefault\hyphpar0\aspalpha\aspnum\faauto\adjustright\rin0\lin-3260\itap0 \rtlch\fcs1 \af0\afs20\alang1025 \ltrch\fcs0 
\fs48\expnd-7\expndtw-40\lang1033\langfe2052\kerning72\loch\f1\hich\af1\dbch\af31505\cgrid\langnp1033\langfenp2052 \sbasedon15 \snext18 \spriority0 Platform,pl;}{\s18\ql \li-3260\ri0\sa160\widctlpar\noline\brdrb\brdrs\brdrw15\brsp60 
\tx1000\wrapdefault\hyphpar0\aspalpha\aspnum\faauto\adjustright\rin0\lin-3260\itap0 \rtlch\fcs1 \af0\afs20\alang1025 \ltrch\fcs0 \i\fs20\lang1033\langfe2052\kerning20\loch\f1\hich\af1\dbch\af31505\cgrid\langnp1033\langfenp2052 
\sbasedon15 \snext16 \spriority0 Product Descriptor,pd;}{\s19\ql \li0\ri0\sa100\widctlpar\noline\pvpara\phmrg\posnegx-3260\posy0\absw2860\dxfrtext180\dfrmtxtx180\dfrmtxty180\wraparound\hyphpar0\aspalpha\aspnum\faauto\adjustright\rin0\lin0\itap0 
\rtlch\fcs1 \af0\afs20\alang1025 \ltrch\fcs0 \fs20\lang1033\langfe2052\kerning20\loch\f1\hich\af1\dbch\af31505\cgrid\langnp1033\langfenp2052 \sbasedon15 \snext19 \spriority0 zzMargin;}{\s20\qj \fi-360\li-1354\ri0\sa80\sl-240\slmult0
\widctlpar\noline\wrapdefault\hyphpar0\aspalpha\aspnum\faauto\adjustright\rin0\lin-1354\itap0 \rtlch\fcs1 \af0\afs20\alang1025 \ltrch\fcs0 \fs20\lang1033\langfe2052\kerning20\loch\f1\hich\af1\dbch\af31505\cgrid\langnp1033\langfenp2052 
\sbasedon15 \snext20 \spriority0 List Bulleted Item 1,lb1;}{\s21\qr \li0\ri0\widctlpar\wrapdefault\aspalpha\aspnum\faauto\adjustright\rin0\lin0\itap0 \rtlch\fcs1 \af0\afs20\alang1025 \ltrch\fcs0 
\fs20\lang1024\langfe1024\loch\f0\hich\af0\dbch\af31505\cgrid\noproof\langnp1033\langfenp2052 \snext21 \spriority0 zzSpacing;}{\*\cs22 \additive \spriority0 *Key Name,kn;}{\s23\qr \li0\ri0\sl-120\slmult0
\widctlpar\wrapdefault\aspalpha\aspnum\faauto\adjustright\rin0\lin0\itap0 \rtlch\fcs1 \af0\afs20\alang1025 \ltrch\fcs0 \fs20\lang1024\langfe1024\loch\f0\hich\af0\dbch\af31505\cgrid\noproof\langnp1033\langfenp2052 \sbasedon21 \snext16 \spriority0 
Spacing 6 points,6;}{\s24\ql \li240\ri0\sa80\widctlpar\noline\wrapdefault\hyphpar0\aspalpha\aspnum\faauto\adjustright\rin0\lin240\itap0 \rtlch\fcs1 \af0\afs20\alang1025 \ltrch\fcs0 
\fs20\lang1033\langfe2052\kerning20\loch\f1\hich\af1\dbch\af31505\cgrid\langnp1033\langfenp2052 \sbasedon15 \snext20 \spriority0 List Text 1,lt1;}{\s25\ql \fi-240\li480\ri0\sa80\sl-240\slmult0
\widctlpar\noline\wrapdefault\hyphpar0\aspalpha\aspnum\faauto\adjustright\rin0\lin480\itap0 \rtlch\fcs1 \af0\afs20\alang1025 \ltrch\fcs0 \fs20\lang1033\langfe2052\kerning20\loch\f1\hich\af1\dbch\af31505\cgrid\langnp1033\langfenp2052 
\sbasedon15 \snext25 \spriority0 List Bulleted Item 2,lb2;}{\s26\ql \li480\ri0\sa80\widctlpar\noline\wrapdefault\hyphpar0\aspalpha\aspnum\faauto\adjustright\rin0\lin480\itap0 \rtlch\fcs1 \af0\afs20\alang1025 \ltrch\fcs0 
\fs20\lang1033\langfe2052\kerning20\loch\f1\hich\af1\dbch\af31505\cgrid\langnp1033\langfenp2052 \sbasedon15 \snext26 \spriority0 List Text 2,lt2;}{
\s27\ql \li0\ri0\sb120\sa240\widctlpar\noline\wrapdefault\hyphpar0\aspalpha\aspnum\faauto\adjustright\rin0\lin0\itap0 \rtlch\fcs1 \af0\afs20\alang1025 \ltrch\fcs0 
\fs20\lang1033\langfe2052\kerning20\loch\f1\hich\af1\dbch\af31505\cgrid\langnp1033\langfenp2052 \sbasedon15 \snext16 \spriority0 Art,a;}{
\s28\ql \li240\ri0\sb120\sa160\widctlpar\noline\wrapdefault\hyphpar0\aspalpha\aspnum\faauto\adjustright\rin0\lin240\itap0 \rtlch\fcs1 \af0\afs20\alang1025 \ltrch\fcs0 
\fs20\lang1033\langfe2052\kerning20\loch\f1\hich\af1\dbch\af31505\cgrid\langnp1033\langfenp2052 \sbasedon15 \snext16 \spriority0 List Art 1,la;}{
\s29\ql \li-3260\ri0\sb120\sa240\widctlpar\noline\wrapdefault\hyphpar0\aspalpha\aspnum\faauto\adjustright\rin0\lin-3260\itap0 \rtlch\fcs1 \af0\afs20\alang1025 \ltrch\fcs0 
\fs20\lang1033\langfe2052\kerning20\loch\f1\hich\af1\dbch\af31505\cgrid\langnp1033\langfenp2052 \sbasedon15 \snext16 \spriority0 Art Wide,aw;}{\s30\ql \li0\ri0\sa80\sl-150\slmult0\widctlpar
\tx3690\wrapdefault\aspalpha\aspnum\faauto\adjustright\rin0\lin0\itap0 \rtlch\fcs1 \af0\afs20\alang1025 \ltrch\fcs0 \fs14\lang1024\langfe1024\loch\f1\hich\af1\dbch\af31505\cgrid\noproof\langnp1033\langfenp2052 \snext30 \spriority0 Legalese,l;}{
\s31\ql \li-3254\ri0\sl-560\slmult0\keep\keepn\widctlpar\noline\wrapdefault\hyphpar0\aspalpha\aspnum\faauto\adjustright\rin0\lin-3254\itap0 \rtlch\fcs1 \af0\afs20\alang1025 \ltrch\fcs0 
\b\fs56\expnd-7\expndtw-40\lang1033\langfe2052\kerning72\loch\f1\hich\af1\dbch\af31505\cgrid\langnp1033\langfenp2052 \sbasedon15 \snext32 \spriority0 Product Head,ph;}{\s32\ql \li-3254\ri0\sl640\slmult0
\keep\keepn\widctlpar\wrapdefault\hyphpar0\aspalpha\aspnum\faauto\adjustright\rin0\lin-3254\itap0 \rtlch\fcs1 \af0\afs20\alang1025 \ltrch\fcs0 
\b\fs56\expnd-7\expndtw-40\lang1033\langfe2052\kerning20\loch\f1\hich\af1\dbch\af31505\cgrid\langnp1033\langfenp2052 \sbasedon15 \snext17 \spriority0 Product Name,pn;}{\s33\ql \li-3260\ri0\sl240\slmult0
\widctlpar\noline\wrapdefault\hyphpar0\aspalpha\aspnum\faauto\adjustright\rin0\lin-3260\itap0 \rtlch\fcs1 \af0\afs20\alang1025 \ltrch\fcs0 \fs40\expnd-4\expndtw-20\lang1033\langfe2052\kerning20\loch\f1\hich\af1\dbch\af31505\cgrid\langnp1033\langfenp2052 
\sbasedon15 \snext31 \spriority0 Product-MS,pms;}{\s34\ql \li-3260\ri0\sb200\sa240\keepn\widctlpar\noline\wrapdefault\hyphpar0\aspalpha\aspnum\faauto\adjustright\rin0\lin-3260\itap0 \rtlch\fcs1 \af0\afs20\alang1025 \ltrch\fcs0 
\fs48\cf1\dn8\lang1033\langfe2052\kerning20\loch\f43\hich\af43\dbch\af31505\cgrid\langnp1033\langfenp2052 \sbasedon15 \snext33 \spriority0 Logo-Microsoft;}{\*\cs35 \additive \rtlch\fcs1 \af0 \ltrch\fcs0 \v\cf13 \sbasedon10 \spriority0 
*Conditional Mark,cm;}{\s36\ql \li0\ri0\sa100\widctlpar\noline\pvpara\phmrg\posnegx-3254\posy187\absw2000\dxfrtext187\dfrmtxtx187\dfrmtxty187\wraparound\hyphpar0\aspalpha\aspnum\faauto\adjustright\rin0\lin0\itap0 \rtlch\fcs1 \af0\afs20\alang1025 
\ltrch\fcs0 \fs20\lang1033\langfe2052\kerning20\loch\f1\hich\af1\dbch\af31505\cgrid\langnp1033\langfenp2052 \sbasedon19 \snext37 \spriority0 Box Art,ba;}{\s37\ql \li0\ri0\sa100\sl-240\slmult0
\widctlpar\noline\pvpara\phmrg\posnegx-3254\posy187\absw2000\dxfrtext187\dfrmtxtx187\dfrmtxty187\wraparound\hyphpar0\aspalpha\aspnum\faauto\adjustright\rin0\lin0\itap0 \rtlch\fcs1 \af0\afs20\alang1025 \ltrch\fcs0 
\i\fs18\lang1033\langfe2052\kerning20\loch\f1\hich\af1\dbch\af31505\cgrid\langnp1033\langfenp2052 \sbasedon19 \snext37 \spriority0 Box Summary,bs;}{\s38\ql \li0\ri0\sa80\sl-320\slmult0
\widctlpar\noline\wrapdefault\hyphpar0\aspalpha\aspnum\faauto\adjustright\rin0\lin0\itap0 \rtlch\fcs1 \af0\afs20\alang1025 \ltrch\fcs0 \i\fs18\lang1033\langfe2052\kerning20\loch\f1\hich\af1\dbch\af31505\cgrid\langnp1033\langfenp2052 
\sbasedon15 \snext39 \spriority0 Quote1,q;}{\s39\ql \li0\ri0\sa40\widctlpar\noline\wrapdefault\hyphpar0\aspalpha\aspnum\faauto\adjustright\rin0\lin0\itap0 \rtlch\fcs1 \af0\afs20\alang1025 \ltrch\fcs0 
\b\i\fs18\lang1033\langfe2052\kerning20\loch\f1\hich\af1\dbch\af31505\cgrid\langnp1033\langfenp2052 \sbasedon15 \snext0 \spriority0 Quote Name,qn;}{\s40\ql \li0\ri0\sa100\sl-200\slmult0
\nowidctlpar\pvpara\phmrg\posnegx-3260\posy0\absw2860\dxfrtext180\dfrmtxtx180\dfrmtxty180\wraparound\hyphpar0\aspalpha\aspnum\faauto\adjustright\rin0\lin0\itap0 \rtlch\fcs1 \af0\afs20\alang1025 \ltrch\fcs0 
\i\fs18\lang1033\langfe2052\loch\f1\hich\af1\dbch\af31505\cgrid\langnp1033\langfenp2052 \sbasedon19 \snext16 \spriority0 Art Caption Secondary,acs;}{\s41\ql \fi-240\li240\ri0\sa80\sl-240\slmult0
\widctlpar\noline\wrapdefault\hyphpar0\aspalpha\aspnum\faauto\adjustright\rin0\lin240\itap0 \rtlch\fcs1 \af0\afs20\alang1025 \ltrch\fcs0 \fs20\lang1033\langfe2052\kerning20\loch\f1\hich\af1\dbch\af31505\cgrid\langnp1033\langfenp2052 
\sbasedon15 \snext41 \spriority0 List Sequential Item 1,ls;}{\s42\ql \li0\ri0\sa100\widctlpar\noline\pvpara\phmrg\posnegx-3260\posy0\absw2860\dxfrtext180\dfrmtxtx180\dfrmtxty180\wraparound\hyphpar0\aspalpha\aspnum\faauto\adjustright\rin0\lin0\itap0 
\rtlch\fcs1 \af0\afs20\alang1025 \ltrch\fcs0 \fs20\lang1033\langfe2052\kerning20\loch\f1\hich\af1\dbch\af31505\cgrid\langnp1033\langfenp2052 \sbasedon19 \snext16 \spriority0 Art Secondary,as;}{\s43\ql \li0\ri0\sl240\slmult0
\keepn\widctlpar\noline\wrapdefault\hyphpar0\aspalpha\aspnum\faauto\adjustright\rin0\lin0\itap0 \rtlch\fcs1 \af0\afs20\alang1025 \ltrch\fcs0 \b\fs18\cf8\lang1033\langfe2052\kerning20\loch\f1\hich\af1\dbch\af31505\cgrid\langnp1033\langfenp2052 
\sbasedon15 \snext43 \spriority0 Table Heading,th;}{\s44\ql \li0\ri0\sa240\widctlpar\noline\wrapdefault\hyphpar0\aspalpha\aspnum\faauto\adjustright\rin0\lin0\itap0 \rtlch\fcs1 \af0\afs20\alang1025 \ltrch\fcs0 
\i\fs18\lang1033\langfe2052\kerning20\loch\f1\hich\af1\dbch\af31505\cgrid\langnp1033\langfenp2052 \sbasedon15 \snext16 \spriority0 Art Caption,ac;}{\s45\ql \li40\ri0\sa60\sl-40\slmult0\keepn\widctlpar\noline\brdrb\brdrs\brdrw15 
\wrapdefault\hyphpar0\aspalpha\aspnum\faauto\adjustright\rin0\lin40\itap0 \rtlch\fcs1 \af0\afs20\alang1025 \ltrch\fcs0 \fs20\lang1024\langfe1024\kerning20\loch\f1\hich\af1\dbch\af31505\cgrid\noproof\langnp1033\langfenp2052 
\sbasedon15 \snext46 \spriority0 Table Rule,tr;}{\s46\ql \li0\ri0\sa80\sl240\slmult0\keepn\widctlpar\noline\wrapdefault\hyphpar0\aspalpha\aspnum\faauto\adjustright\rin0\lin0\itap0 \rtlch\fcs1 \af0\afs20\alang1025 \ltrch\fcs0 
\fs18\lang1033\langfe2052\kerning20\loch\f1\hich\af1\dbch\af31505\cgrid\langnp1033\langfenp2052 \sbasedon15 \snext46 \spriority0 Table Text,tt;}{\s47\ql \li0\ri0\sa40\sl-240\slmult0
\widctlpar\noline\wrapdefault\hyphpar0\aspalpha\aspnum\faauto\adjustright\rin0\lin0\itap0 \rtlch\fcs1 \af0\afs20\alang1025 \ltrch\fcs0 \fs20\lang1033\langfe2052\kerning20\loch\f1\hich\af1\dbch\af31505\cgrid\langnp1033\langfenp2052 
\sbasedon15 \snext47 \ssemihidden \spriority0 toc 1,toc1;}{\s48\ql \li240\ri0\sa40\sl-240\slmult0\widctlpar\noline\wrapdefault\hyphpar0\aspalpha\aspnum\faauto\adjustright\rin0\lin240\itap0 \rtlch\fcs1 \af0\afs20\alang1025 \ltrch\fcs0 
\fs20\lang1033\langfe2052\kerning20\loch\f1\hich\af1\dbch\af31505\cgrid\langnp1033\langfenp2052 \sbasedon15 \snext48 \ssemihidden \spriority0 toc 2,toc2;}{\s49\ql \li480\ri0\sa40\sl-220\slmult0
\widctlpar\noline\wrapdefault\hyphpar0\aspalpha\aspnum\faauto\adjustright\rin0\lin480\itap0 \rtlch\fcs1 \af0\afs20\alang1025 \ltrch\fcs0 \fs20\lang1033\langfe2052\kerning20\loch\f1\hich\af1\dbch\af31505\cgrid\langnp1033\langfenp2052 
\sbasedon15 \snext49 \ssemihidden \spriority0 toc 3,toc3;}{\s50\ql \li-3226\ri0\widctlpar\noline\tqc\tx1970\tqr\tx7020\wrapdefault\hyphpar0\aspalpha\aspnum\faauto\adjustright\rin0\lin-3226\itap0 \rtlch\fcs1 \af0\afs20\alang1025 \ltrch\fcs0 
\b\fs16\lang1024\langfe1024\kerning20\loch\f1\hich\af1\dbch\af31505\cgrid\noproof\langnp1033\langfenp2052 \sbasedon15 \snext50 \ssemihidden \spriority0 footer,f;}{\*\cs51 \additive \rtlch\fcs1 \af0 \ltrch\fcs0 \b \sbasedon10 \ssemihidden \spriority0 
page number;}{\s52\ql \li240\ri0\sa240\widctlpar\noline\wrapdefault\hyphpar0\aspalpha\aspnum\faauto\adjustright\rin0\lin240\itap0 \rtlch\fcs1 \af0\afs20\alang1025 \ltrch\fcs0 
\i\fs18\lang1033\langfe2052\kerning20\loch\f1\hich\af1\dbch\af31505\cgrid\langnp1033\langfenp2052 \sbasedon15 \snext28 \spriority0 Art Caption List,acl;}{
\s53\ql \li0\ri0\sb100\sa60\widctlpar\noline\wrapdefault\hyphpar0\aspalpha\aspnum\faauto\adjustright\rin0\lin0\itap0 \rtlch\fcs1 \af0\afs20\alang1025 \ltrch\fcs0 
\b\fs20\lang1033\langfe2052\kerning20\loch\f1\hich\af1\dbch\af31505\cgrid\langnp1033\langfenp2052 \sbasedon15 \snext47 \spriority0 TOC Heading1,toch;}{
\s54\ql \li-3260\ri0\sa40\widctlpar\noline\wrapdefault\hyphpar0\aspalpha\aspnum\faauto\adjustright\rin0\lin-3260\itap0 \rtlch\fcs1 \af0\afs20\alang1025 \ltrch\fcs0 
\b\fs20\lang1033\langfe2052\kerning20\loch\f1\hich\af1\dbch\af31505\cgrid\langnp1033\langfenp2052 \sbasedon15 \snext54 \spriority0 Table Title Wide,ttlw;}{
\s55\ql \li-3260\ri0\sa240\widctlpar\noline\wrapdefault\hyphpar0\aspalpha\aspnum\faauto\adjustright\rin0\lin-3260\itap0 \rtlch\fcs1 \af0\afs20\alang1025 \ltrch\fcs0 
\i\fs18\lang1033\langfe2052\kerning20\loch\f1\hich\af1\dbch\af31505\cgrid\langnp1033\langfenp2052 \sbasedon15 \snext16 \spriority0 Art Caption Wide,acw;}{\s56\ql \li0\ri0\sb40\sa120\widctlpar\noline\brdrt\brdrs\brdrw15\brsp60 \brdrb\brdrs\brdrw15\brsp60 
\wrapdefault\hyphpar0\aspalpha\aspnum\faauto\adjustright\rin0\lin0\itap0 \rtlch\fcs1 \af0\afs20\alang1025 \ltrch\fcs0 \fs20\lang1033\langfe2052\kerning20\loch\f1\hich\af1\dbch\af31505\cgrid\langnp1033\langfenp2052 \sbasedon15 \snext56 \spriority0 
Note Text,nt;}{\*\cs57 \additive \rtlch\fcs1 \af0 \ltrch\fcs0 \b \sbasedon10 \spriority0 Note Head,nh;}{\s58\ql \li240\ri0\sb40\sa120\widctlpar\noline\brdrt\brdrs\brdrw15\brsp60 \brdrb\brdrs\brdrw15\brsp60 
\wrapdefault\hyphpar0\aspalpha\aspnum\faauto\adjustright\rin0\lin240\itap0 \rtlch\fcs1 \af0\afs20\alang1025 \ltrch\fcs0 \fs20\lang1033\langfe2052\kerning20\loch\f1\hich\af1\dbch\af31505\cgrid\langnp1033\langfenp2052 \sbasedon15 \snext58 \spriority0 
Note Text Indented,nti;}{\s59\ql \li0\ri0\sb40\widctlpar\noline\wrapdefault\hyphpar0\aspalpha\aspnum\faauto\adjustright\rin0\lin0\itap0 \rtlch\fcs1 \af0\afs20\alang1025 \ltrch\fcs0 
\fs20\lang1033\langfe2052\kerning20\loch\f1\hich\af1\dbch\af31505\cgrid\langnp1033\langfenp2052 \sbasedon15 \snext46 \spriority0 Table Art,tart;}{
\s60\ql \li0\ri0\sa40\widctlpar\noline\wrapdefault\hyphpar0\aspalpha\aspnum\faauto\adjustright\rin0\lin0\itap0 \rtlch\fcs1 \af0\afs20\alang1025 \ltrch\fcs0 \b\fs20\lang1033\langfe2052\kerning20\loch\f1\hich\af1\dbch\af31505\cgrid\langnp1033\langfenp2052 
\sbasedon15 \snext60 \spriority0 Table Title,ttl;}{\s61\ql \fi-240\li240\ri0\sa40\widctlpar\noline\wrapdefault\hyphpar0\aspalpha\aspnum\faauto\adjustright\rin0\lin240\itap0 \rtlch\fcs1 \af0\afs20\alang1025 \ltrch\fcs0 
\fs16\lang1033\langfe2052\kerning20\loch\f1\hich\af1\dbch\af31505\cgrid\langnp1033\langfenp2052 \sbasedon15 \snext61 \spriority0 Table List Bulleted Item 1,tlb;}{\s62\ql \li0\ri0\sl-200\slmult0
\widctlpar\wrapdefault\aspalpha\aspnum\faauto\adjustright\rin0\lin0\itap0 \rtlch\fcs1 \af0\afs20\alang1025 \ltrch\fcs0 \fs16\lang1024\langfe1024\loch\f44\hich\af44\dbch\af31505\cgrid\noproof\langnp1033\langfenp2052 \snext62 \spriority0 zzMono;}{
\s63\ql \li0\ri0\sl-200\slmult0\widctlpar\wrapdefault\aspalpha\aspnum\faauto\adjustright\rin0\lin0\itap0 \rtlch\fcs1 \af0\afs20\alang1025 \ltrch\fcs0 \fs16\lang1024\langfe1024\loch\f2\hich\af2\dbch\af31505\cgrid\noproof\langnp1033\langfenp2052 
\sbasedon62 \snext63 \spriority0 Code Text,ct;}{\s64\ql \li240\ri0\sl-200\slmult0\widctlpar\wrapdefault\aspalpha\aspnum\faauto\adjustright\rin0\lin240\itap0 \rtlch\fcs1 \af0\afs20\alang1025 \ltrch\fcs0 
\fs16\lang1024\langfe1024\loch\f44\hich\af44\dbch\af31505\cgrid\noproof\langnp1033\langfenp2052 \sbasedon62 \snext64 \spriority0 List Code Text 1,lct1;}{\*\cs65 \additive \rtlch\fcs1 \af0 \ltrch\fcs0 \f45\fs28\lang1024\langfe1024\noproof 
\sbasedon10 \spriority0 *Code Continuation,ccont;}{\s66\ql \fi-245\li490\ri0\sa40\widctlpar\noline\wrapdefault\hyphpar0\aspalpha\aspnum\faauto\adjustright\rin0\lin490\itap0 \rtlch\fcs1 \af0\afs20\alang1025 \ltrch\fcs0 
\fs16\lang1033\langfe2052\kerning20\loch\f1\hich\af1\dbch\af31505\cgrid\langnp1033\langfenp2052 \sbasedon15 \snext66 \spriority0 Table List Bulleted Item 2,tlb2;}{
\s67\ql \li-3260\ri0\sb120\sa100\keepn\widctlpar\noline\wrapdefault\hyphpar0\aspalpha\aspnum\faauto\adjustright\rin0\lin-3260\itap0 \rtlch\fcs1 \af0\afs20\alang1025 \ltrch\fcs0 
\b\fs28\lang1033\langfe2052\loch\f1\hich\af1\dbch\af31505\cgrid\langnp1033\langfenp2052 \sbasedon1 \snext67 \spriority0 Heading 1 wide,h1w;}{\*\cs68 \additive \spriority0 *Copyright,copy;}{\*\cs69 \additive \spriority0 *Registered,reg;}{\*\cs70 \additive 
\spriority0 *Trademark,tm;}{\s71\ql \fi240\li0\ri0\sa80\sl-240\slmult0\widctlpar\noline\wrapdefault\hyphpar0\aspalpha\aspnum\faauto\adjustright\rin0\lin0\itap0 \rtlch\fcs1 \af0\afs20\alang1025 \ltrch\fcs0 
\fs20\lang1033\langfe2052\kerning20\loch\f1\hich\af1\dbch\af31505\cgrid\langnp1033\langfenp2052 \sbasedon41 \snext71 \spriority0 List Sequential Item 2,ls2;}{\s72\ql \fi-240\li240\ri0\sa60\sl-200\slmult0\widctlpar\noline
\tx240\wrapdefault\hyphpar0\aspalpha\aspnum\faauto\adjustright\rin0\lin240\itap0 \rtlch\fcs1 \af0\afs20\alang1025 \ltrch\fcs0 \fs16\lang1033\langfe2052\kerning20\loch\f1\hich\af1\dbch\af31505\cgrid\langnp1033\langfenp2052 \sbasedon15 \snext72 \spriority0 
Table Footnote Text,tft;}{\s73\ql \li0\ri0\widctlpar\tqc\tx4320\tqr\tx8640\wrapdefault\aspalpha\aspnum\faauto\adjustright\rin0\lin0\itap0 \rtlch\fcs1 \af0\afs20\alang1025 \ltrch\fcs0 
\fs20\lang1033\langfe2052\loch\f0\hich\af0\dbch\af31505\cgrid\langnp1033\langfenp2052 \sbasedon0 \snext73 \ssemihidden \spriority0 header;}{\*\cs74 \additive \rtlch\fcs1 \af0 \ltrch\fcs0 \i \sbasedon10 \spriority0 Italic,i;}{
\s75\ql \li-3226\ri0\widctlpar\noline\brdrt\brdrs\brdrw15\brsp20 \tqc\tx1970\tqr\tx7020\wrapdefault\hyphpar0\aspalpha\aspnum\faauto\adjustright\rin0\lin-3226\itap0 \rtlch\fcs1 \af0\afs20\alang1025 \ltrch\fcs0 
\b\fs8\lang1024\langfe1024\kerning20\loch\f1\hich\af1\dbch\af31505\cgrid\noproof\langnp1033\langfenp2052 \sbasedon50 \snext75 \spriority0 Footer Rule,fr;}{
\s76\ql \li-720\ri0\sb120\sa100\keepn\widctlpar\noline\wrapdefault\hyphpar0\aspalpha\aspnum\faauto\adjustright\rin0\lin-720\itap0 \rtlch\fcs1 \af0\afs20\alang1025 \ltrch\fcs0 
\b\fs36\expnd-4\expndtw-20\lang1033\langfe2052\loch\f1\hich\af1\dbch\af31505\cgrid\langnp1033\langfenp2052 \sbasedon1 \snext16 \spriority0 HeadTitle,ht;}{\s77\ql \li40\ri0\sa60\sl-40\slmult0\keepn\widctlpar\noline\brdrb\brdrs\brdrw15 
\wrapdefault\hyphpar0\aspalpha\aspnum\faauto\adjustright\rin0\lin40\itap0 \rtlch\fcs1 \af0\afs20\alang1025 \ltrch\fcs0 \fs20\lang1024\langfe1024\kerning20\loch\f1\hich\af1\dbch\af31505\cgrid\noproof\langnp1033\langfenp2052 
\sbasedon45 \snext77 \spriority0 Table Rule wide,trw;}{\s78\qc \li-3312\ri0\widctlpar\tqc\tx4320\tqr\tx8640\wrapdefault\aspalpha\aspnum\faauto\adjustright\rin0\lin-3312\itap0 \rtlch\fcs1 \af0\afs20\alang1025 \ltrch\fcs0 
\b\fs200\cf7\lang1024\langfe1024\loch\f1\hich\af1\dbch\af31505\cgrid\noproof\langnp1033\langfenp2052 \sbasedon73 \snext78 \spriority0 Watermark Date,wd;}{
\s79\ql \li0\ri0\widctlpar\noline\wrapdefault\hyphpar0\aspalpha\aspnum\faauto\adjustright\rin0\lin0\itap0 \rtlch\fcs1 \af0\afs20\alang1025 \ltrch\fcs0 \i\fs18\lang1033\langfe2052\kerning20\loch\f1\hich\af1\dbch\af31505\cgrid\langnp1033\langfenp2052 
\sbasedon15 \snext16 \spriority0 Quote Title,qt;}{\*\cs80 \additive \rtlch\fcs1 \af0 \ltrch\fcs0 \b\f46\fs20 \sbasedon10 \spriority0 *Detail Label,det;}{
\s81\ql \li-3260\ri0\sb120\sa100\keepn\widctlpar\noline\wrapdefault\hyphpar0\aspalpha\aspnum\faauto\adjustright\rin0\lin-3260\itap0 \rtlch\fcs1 \af0\afs20\alang1025 \ltrch\fcs0 
\b\fs24\lang1033\langfe2052\loch\f1\hich\af1\dbch\af31505\cgrid\langnp1033\langfenp2052 \sbasedon2 \snext81 \spriority0 Heading 2 wide,h2w;}{
\s82\ql \li-3260\ri0\sb100\sa60\keepn\widctlpar\noline\wrapdefault\hyphpar0\aspalpha\aspnum\faauto\adjustright\rin0\lin-3260\itap0 \rtlch\fcs1 \af0\afs20\alang1025 \ltrch\fcs0 
\b\fs20\lang1033\langfe2052\kerning20\loch\f1\hich\af1\dbch\af31505\cgrid\langnp1033\langfenp2052 \sbasedon3 \snext82 \spriority0 Heading 3 wide,h3w;}{\*\cs83 \additive \rtlch\fcs1 \af0 \ltrch\fcs0 \fs24\cf6 \sbasedon10 \spriority0 *Placeholder,p;}{
\s84\qj \li-2340\ri0\sa120\sl-240\slmult0\widctlpar\noline\wrapdefault\hyphpar0\aspalpha\aspnum\faauto\adjustright\rin0\lin-2340\itap0 \rtlch\fcs1 \af0\afs20\alang1025 \ltrch\fcs0 
\fs24\lang1033\langfe2052\kerning20\loch\f1\hich\af1\dbch\af31505\cgrid\langnp1033\langfenp2052 \sbasedon16 \snext84 \spriority0 lvb1;}{\s85\qj \li-2340\ri0\sa120\sl-240\slmult0
\widctlpar\noline\wrapdefault\hyphpar0\aspalpha\aspnum\faauto\adjustright\rin0\lin-2340\itap0 \rtlch\fcs1 \af0\afs20\alang1025 \ltrch\fcs0 \i\fs20\lang1033\langfe2052\kerning20\loch\f1\hich\af1\dbch\af31505\cgrid\langnp1033\langfenp2052 
\sbasedon16 \snext85 \spriority0 ls1;}{\*\cs86 \additive \spriority0 *Em Dash,emd;}{\*\cs87 \additive \spriority0 *En Dash,end;}{\s88\ql \li0\ri0\sb120\sa240\widctlpar\noline\wrapdefault\hyphpar0\aspalpha\aspnum\faauto\adjustright\rin0\lin0\itap0 
\rtlch\fcs1 \af0\afs20\alang1025 \ltrch\fcs0 \fs20\lang1033\langfe2052\kerning20\loch\f1\hich\af1\dbch\af31505\cgrid\langnp1033\langfenp2052 \sbasedon27 \snext88 \spriority0 ca;}{\s89\ql \li600\ri0\widctlpar
\tqr\tldot\tx7027\wrapdefault\aspalpha\aspnum\faauto\adjustright\rin0\lin600\itap0 \rtlch\fcs1 \af0\afs20\alang1025 \ltrch\fcs0 \fs20\lang1033\langfe2052\loch\f0\hich\af0\dbch\af31505\cgrid\langnp1033\langfenp2052 
\sbasedon0 \snext0 \ssemihidden \spriority0 toc 4;}{\s90\ql \li800\ri0\widctlpar\tqr\tldot\tx7027\wrapdefault\aspalpha\aspnum\faauto\adjustright\rin0\lin800\itap0 \rtlch\fcs1 \af0\afs20\alang1025 \ltrch\fcs0 
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42002b1042002c1041002d1040002c1040002b1040002a104200040000002701ffff0d000000fb02000000000000000000000000000000000001000c040000002d01050004000000f0010000030000000000}}{\rtlch\fcs1 \af0 \ltrch\fcs0 \insrsid2040834 
\par }\pard\plain \ltrpar\s31\ql \li-3254\ri0\sl-560\slmult0\keep\keepn\widctlpar\noline\wrapdefault\hyphpar0\aspalpha\aspnum\faauto\adjustright\rin0\lin-3254\itap0 \rtlch\fcs1 \af0\afs20\alang1025 \ltrch\fcs0 
\b\fs56\expnd-7\expndtw-40\lang1033\langfe2052\kerning72\loch\af1\hich\af1\dbch\af31505\cgrid\langnp1033\langfenp2052 {\rtlch\fcs1 \af0 \ltrch\fcs0 \f47\insrsid2040834 
\par }{\rtlch\fcs1 \af0 \ltrch\fcs0 \f47\insrsid9645363 \hich\af47\dbch\af31505\loch\f47 Complexity}{\rtlch\fcs1 \af0 \ltrch\fcs0 \f47\insrsid2040834 
\par }\pard\plain \ltrpar\s32\ql \li-3254\ri0\sl640\slmult0\keep\keepn\widctlpar\wrapdefault\hyphpar0\aspalpha\aspnum\faauto\adjustright\rin0\lin-3254\itap0 \rtlch\fcs1 \af0\afs20\alang1025 \ltrch\fcs0 
\b\fs56\expnd-7\expndtw-40\lang1033\langfe2052\kerning20\loch\af1\hich\af1\dbch\af31505\cgrid\langnp1033\langfenp2052 {\rtlch\fcs1 \af0 \ltrch\fcs0 \fs32\insrsid9645363 \loch\af1\dbch\af31505\hich\f1 \'93}{\rtlch\fcs1 \af0 \ltrch\fcs0 
\i\f47\fs32\insrsid9645363 \hich\af47\dbch\af31505\loch\f47 Easy to use is easy to say, but hard to do}{\rtlch\fcs1 \af0 \ltrch\fcs0 \fs32\insrsid9645363 \loch\af1\dbch\af31505\hich\f1 \'94}{\rtlch\fcs1 \af0 \ltrch\fcs0 \fs32\insrsid2040834 
\par }\pard\plain \ltrpar\s18\ql \li-3260\ri0\sa160\widctlpar\noline\brdrb\brdrs\brdrw15\brsp60 \tx1350\wrapdefault\hyphpar0\aspalpha\aspnum\faauto\adjustright\rin0\lin-3260\itap0 \rtlch\fcs1 \af0\afs20\alang1025 \ltrch\fcs0 
\i\fs20\lang1033\langfe2052\kerning20\loch\af1\hich\af1\dbch\af31505\cgrid\langnp1033\langfenp2052 {\rtlch\fcs1 \af0 \ltrch\fcs0 \insrsid9645363 \hich\af1\dbch\af31505\loch\f1 Jim Allchin \hich\f1 \endash \loch\f1  9/4/97}{\rtlch\fcs1 \af0 \ltrch\fcs0 
\insrsid2040834 
\par }{\rtlch\fcs1 \af0 \ltrch\fcs0 \insrsid9645363 \tab }{\rtlch\fcs1 \af0 \ltrch\fcs0 \insrsid2040834 
\par }\pard\plain \ltrpar\s16\qj \li-2340\ri0\sa120\sl-240\slmult0\widctlpar\noline\wrapdefault\hyphpar0\aspalpha\aspnum\faauto\adjustright\rin0\lin-2340\itap0 \rtlch\fcs1 \af0\afs20\alang1025 \ltrch\fcs0 
\fs20\lang1033\langfe2052\kerning20\loch\af1\hich\af1\dbch\af31505\cgrid\langnp1033\langfenp2052 {\rtlch\fcs1 \af0 \ltrch\fcs0 \insrsid2040834 
\par }{\rtlch\fcs1 \af0 \ltrch\fcs0 \insrsid9645363 \hich\af1\dbch\af31505\loch\f1 While I think everyone acknowledges that our software and PCs in general are hard to use, I don\hich\f1 \rquote \loch\f1 
t think the magnitude of the problem is understood at all.   No other \hich\af1\dbch\af31505\loch\f1 
consumer product in history has been so hard to use and so fragile.   Yet computers and software have continued selling despite this.    It is an amazing testament to all the benefits that personal computers bring that consumers are willing to put up with
\hich\af1\dbch\af31505\loch\f1  \hich\af1\dbch\af31505\loch\f1 the vast array of associated problems.}{\rtlch\fcs1 \af0 \ltrch\fcs0 \insrsid2040834 
\par }{\rtlch\fcs1 \af0 \ltrch\fcs0 \insrsid9645363 \hich\af1\dbch\af31505\loch\f1 All of us have our horror stories about spouses, neighbors, family members, }{\rtlch\fcs1 \af0 \ltrch\fcs0 \i\insrsid9645363 \hich\af1\dbch\af31505\loch\f1 ourselves }{
\rtlch\fcs1 \af0 \ltrch\fcs0 \insrsid9645363 \hich\af1\dbch\af31505\loch\f1 where we wasted a weekend (or longer!) trying to get something to work.    We are supposed to be experts, but even we can\hich\f1 \rquote \loch\f1 t get thi
\hich\af1\dbch\af31505\loch\f1 
ngs to work properly.    (Any one who gets ISDN working without getting help from someone else deserves an award.)     It is a total embarrassment.    Craig Mundie said to me recently that he never touches his machines in his home except at the beginning 
\hich\af1\dbch\af31505\loch\f1 o\hich\af1\dbch\af31505\loch\f1 f a weekend because it knows it might take the entire weekend to recover from whatever goes wrong.}{\rtlch\fcs1 \af0 \ltrch\fcs0 \insrsid2040834 
\par }{\rtlch\fcs1 \af0 \ltrch\fcs0 \insrsid9645363 \hich\af1\dbch\af31505\loch\f1 What is fascinating is that when you talk to average users, they assume that }{\rtlch\fcs1 \af0 \ltrch\fcs0 \i\insrsid9645363 \hich\af1\dbch\af31505\loch\f1 they }{\rtlch\fcs1 
\af0 \ltrch\fcs0 \insrsid9645363 \hich\af1\dbch\af31505\loch\f1 aren\hich\f1 \rquote \loch\f1 t smart enough or that }{\rtlch\fcs1 \af0 \ltrch\fcs0 \i\insrsid9645363 \hich\af1\dbch\af31505\loch\f1 they}{\rtlch\fcs1 \af0 \ltrch\fcs0 \insrsid9645363 
\hich\af1\dbch\af31505\loch\f1  are doing something wrong when the compute\hich\af1\dbch\af31505\loch\f1 r doesn\hich\f1 \rquote \loch\f1 \hich\f1 
t work properly.     However, if those same people were dealing with other consumer appliances, they would more than likely say that the appliance was designed wrong.   There is even a culture growing dealing with \'93\loch\f1 \hich\f1 idiots\'94\loch\f1 
\hich\f1  and \'93\loch\f1 \hich\f1 dummies\'94\loch\f1  that have \hich\af1\dbch\af31505\loch\f1 t\hich\af1\dbch\af31505\loch\f1 
o work with computers.   This is an amazing social phenomenon.  Eventually consumers will wake up with the equivalent of Ralph Nader taking the lead.}{\rtlch\fcs1 \af0 \ltrch\fcs0 \insrsid2040834 
\par }{\rtlch\fcs1 \af0 \ltrch\fcs0 \insrsid9645363 \hich\af1\dbch\af31505\loch\f1 So, is it just that software has gotten so complicated that we can\hich\f1 \rquote \loch\f1 t make the system resilient and easy to\hich\af1\dbch\af31505\loch\f1 
 use any more?    Is it that the demands for features mean that we can\hich\f1 \rquote \loch\f1 \hich\f1 t focus on na\'ef\loch\f1 
ve users?     Is performance or memory size more important than consistent operation?     What are we going to do about the hardware companies that continue building unre\hich\af1\dbch\af31505\loch\f1 l\hich\af1\dbch\af31505\loch\f1 iable PC products?}{
\rtlch\fcs1 \af0 \ltrch\fcs0 \insrsid2040834 
\par }{\rtlch\fcs1 \af0 \ltrch\fcs0 \insrsid9645363 \hich\af1\dbch\af31505\loch\f1 Our software is approaching massive size (and internal complexity).    NT Workstation 5.0 will have around 27 million lines of code at Beta 1 \hich\f1 \endash \loch\f1 
 and more will be added before it finally ships some time next year.     For perspective, the \hich\af1\dbch\af31505\loch\f1 
first version of NT only had around 6 million lines of code.     In my view however, the size of the system has nothing to do with whether the system can be made resilient or easy to use.    In fact, more software is required to make systems consistent an
\hich\af1\dbch\af31505\loch\f1 d\hich\af1\dbch\af31505\loch\f1  more reliable; it just has to be the }{\rtlch\fcs1 \af0 \ltrch\fcs0 \i\insrsid9645363 \hich\af1\dbch\af31505\loch\f1 right}{\rtlch\fcs1 \af0 \ltrch\fcs0 \insrsid9645363 
\hich\af1\dbch\af31505\loch\f1  software.}{\rtlch\fcs1 \af0 \ltrch\fcs0 \insrsid2040834 
\par }{\rtlch\fcs1 \af0 \ltrch\fcs0 \insrsid9645363 \hich\af1\dbch\af31505\loch\f1 \hich\f1 Our products are becoming more and more feature rich.    We have ways to \'93\loch\f1 \hich\f1 tweak\'94\loch\f1 
 virtually everything.     The amount of information known publicly about flags/fields stored in the registry and how to t\hich\af1\dbch\af31505\loch\f1 
ailor aspects of the software is amazing.     We present user interface dialog box tabs covering technical features that only a miniscule fraction of all users will ever need (or understand).    You could argue that this is great --- it\hich\f1 \rquote 
\loch\f1 s a Turing machine,\hich\af1\dbch\af31505\loch\f1  you know \hich\f1 \endash \loch\f1 \hich\f1  you can customize it to do anything.    Unfortunately, we seem to look at these things as a computer geek does and forget about \'93\loch\f1 \hich\f1 
the rest of us\'94\loch\f1 .     On the other hand, we have done some good work in areas where we have added features (e.g., s\hich\af1\dbch\af31505\loch\f1 p\hich\af1\dbch\af31505\loch\f1 \hich\f1 
elling correction in Word) which do not add additional complexity.     I believe you can simplify the experience for na\'ef\loch\f1 ve users and still maintain the flexibility for power users.}{\rtlch\fcs1 \af0 \ltrch\fcs0 \insrsid2040834 
\par }{\rtlch\fcs1 \af0 \ltrch\fcs0 \insrsid9645363 \hich\af1\dbch\af31505\loch\f1 What about performance?    Is it ok to trade off consistency or reliability\hich\af1\dbch\af31505\loch\f1 
 for performance?   How about trading off consistency or reliability for smaller memory size?     Is it ok to make the system super fast }{\rtlch\fcs1 \af0 \ltrch\fcs0 \i\insrsid9645363 \hich\af1\dbch\af31505\loch\f1 most}{\rtlch\fcs1 \af0 \ltrch\fcs0 
\insrsid9645363 \hich\af1\dbch\af31505\loch\f1  of the time, if it doesn\hich\f1 \rquote \loch\f1 t operate correctly (or crashes) in some rare cases?     Microsoft has a disease dealing \hich\af1\dbch\af31505\loch\f1 \hich\f1 
with these questions.   I have been in many meetings where tradeoffs like this are actively discussed from billg on down.     \'93\loch\f1 \hich\f1 We could win the benchmark.\'94\loch\f1 \hich\f1     \'93\loch\f1 \hich\f1 It saves 80K of memory.\'94
\loch\f1    This is a travesty.    It would be better to not have a feature than\hich\af1\dbch\af31505\loch\f1  \hich\af1\dbch\af31505\loch\f1 have one that doesn\hich\f1 \rquote \loch\f1 t work consistently 100% of the time. }{\rtlch\fcs1 \af0 
\ltrch\fcs0 \insrsid2040834 
\par }{\rtlch\fcs1 \af0 \ltrch\fcs0 \insrsid9645363 \hich\af1\dbch\af31505\loch\f1 
So the question is:  Is it possible to have a set of rules that guide the development of software that is more resilient, consistent, and easier to use?  Unfortunately, software is still art and I \hich\af1\dbch\af31505\loch\f1 
do not know of any perfect rules, but I do believe there is a philosophy that can be adopted to start addressing our complexity morass.    The rest of this paper covers this philosophy.}{\rtlch\fcs1 \af0 \ltrch\fcs0 \insrsid2040834 
\par }{\rtlch\fcs1 \af0 \ltrch\fcs0 \insrsid9645363 \hich\af1\dbch\af31505\loch\f1 The thoughts below may seem very obvious.    You may disagree with som\hich\af1\dbch\af31505\loch\f1 
e of them.   Nevertheless, I claim that following these rules would result in software order of magnitude less complex and friendlier to humans.     The question is why don\hich\f1 \rquote \loch\f1 t we follow them. }{\rtlch\fcs1 \af0 \ltrch\fcs0 
\insrsid2040834 
\par 
\par }\pard\plain \ltrpar\s1\ql \li-2790\ri0\sb120\sa100\keepn\widctlpar\noline\wrapdefault\hyphpar0\aspalpha\aspnum\faauto\outlinelevel0\adjustright\rin0\lin-2790\itap0 \rtlch\fcs1 \af0\afs20\alang1025 \ltrch\fcs0 
\b\fs32\lang1033\langfe2052\loch\af1\hich\af1\dbch\af31505\cgrid\langnp1033\langfenp2052 {\rtlch\fcs1 \af0 \ltrch\fcs0 \insrsid9645363 \hich\af1\dbch\af31505\loch\f1 Quality}{\rtlch\fcs1 \af0 \ltrch\fcs0 \insrsid2040834 
\par }\pard\plain \ltrpar\s16\qj \li-2340\ri0\sa120\sl-240\slmult0\widctlpar\noline\wrapdefault\hyphpar0\aspalpha\aspnum\faauto\adjustright\rin0\lin-2340\itap0 \rtlch\fcs1 \af0\afs20\alang1025 \ltrch\fcs0 
\fs20\lang1033\langfe2052\kerning20\loch\af1\hich\af1\dbch\af31505\cgrid\langnp1033\langfenp2052 {\rtlch\fcs1 \af0 \ltrch\fcs0 \insrsid9645363 \hich\af1\dbch\af31505\loch\f1 From rec.humor.funny:}{\rtlch\fcs1 \af0 \ltrch\fcs0 \insrsid2040834 
\par \ltrrow}\trowd \lastrow \ltrrow\ts11\trgaph108\trrh3428\trleft-108\trbrdrt\brdrs\brdrw10 \trbrdrl\brdrs\brdrw10 \trbrdrb\brdrs\brdrw10 \trbrdrr\brdrs\brdrw10 \trbrdrh\brdrs\brdrw10 \trbrdrv\brdrs\brdrw10 
\trftsWidth1\trftsWidthB3\trpaddl108\trpaddr108\trpaddfl3\trpaddft3\trpaddfb3\trpaddfr3\tblind-1242\tblindtype3 \clvertalt\clbrdrt\brdrs\brdrw10 \clbrdrl\brdrs\brdrw10 \clbrdrb\brdrs\brdrw10 \clbrdrr\brdrs\brdrw10 
\cltxlrtb\clftsWidth3\clwWidth3618\clshdrawnil \cellx3510\clvertalt\clbrdrt\brdrs\brdrw10 \clbrdrl\brdrs\brdrw10 \clbrdrb\brdrs\brdrw10 \clbrdrr\brdrs\brdrw10 \cltxlrtb\clftsWidth3\clwWidth3625\clshdrawnil \cellx7135\pard\plain \ltrpar
\s16\ql \li0\ri0\sa120\sl-240\slmult0\widctlpar\noline\intbl\wrapdefault\hyphpar0\aspalpha\aspnum\faauto\adjustright\rin0\lin0\yts11 \rtlch\fcs1 \af0\afs20\alang1025 \ltrch\fcs0 
\fs20\lang1033\langfe2052\kerning20\loch\af1\hich\af1\dbch\af31505\cgrid\langnp1033\langfenp2052 {\rtlch\fcs1 \af0 \ltrch\fcs0 \b\insrsid9645363 \hich\af1\dbch\af31505\loch\f1 Multitasking}{\rtlch\fcs1 \af0 \ltrch\fcs0 \insrsid2040834 
\par }{\rtlch\fcs1 \af0 \ltrch\fcs0 \insrsid9645363 \hich\af1\dbch\af31505\loch\f1 You can crash severa\hich\af1\dbch\af31505\loch\f1 l programs all at once.   No waiting!}{\rtlch\fcs1 \af0 \ltrch\fcs0 \insrsid2040834 
\par }{\rtlch\fcs1 \af0 \ltrch\fcs0 \b\insrsid9645363 \hich\af1\dbch\af31505\loch\f1 Built-in Networking}{\rtlch\fcs1 \af0 \ltrch\fcs0 \b\insrsid2040834 
\par }{\rtlch\fcs1 \af0 \ltrch\fcs0 \insrsid9645363 \hich\af1\dbch\af31505\loch\f1 You can crash several PC\hich\f1 \rquote \loch\f1 s all at once.   No need to buy Novell Personal Netware or LANtastic to crash.}{\rtlch\fcs1 \af0 \ltrch\fcs0 \insrsid2040834 

\par }{\rtlch\fcs1 \af0 \ltrch\fcs0 \b\insrsid9645363 \hich\af1\dbch\af31505\loch\f1 Microsoft Network}{\rtlch\fcs1 \af0 \ltrch\fcs0 \b\insrsid2040834 
\par }{\rtlch\fcs1 \af0 \ltrch\fcs0 \insrsid9645363 \hich\af1\dbch\af31505\loch\f1 Connect with other Windows 95 users and talk about your crash \hich\af1\dbch\af31505\loch\f1 experiences.}{\rtlch\fcs1 \af0 \ltrch\fcs0 \insrsid2040834 \cell }{\rtlch\fcs1 \af0 
\ltrch\fcs0 \b\insrsid9645363 \hich\af1\dbch\af31505\loch\f1 PnP}{\rtlch\fcs1 \af0 \ltrch\fcs0 \b\insrsid2040834 
\par }{\rtlch\fcs1 \af0 \ltrch\fcs0 \insrsid9645363 \hich\af1\dbch\af31505\loch\f1 Plug and Pray (that it works)}{\rtlch\fcs1 \af0 \ltrch\fcs0 \insrsid2040834 
\par }{\rtlch\fcs1 \af0 \ltrch\fcs0 \b\insrsid9645363 \hich\af1\dbch\af31505\loch\f1 Multimedia}{\rtlch\fcs1 \af0 \ltrch\fcs0 \b\insrsid2040834 
\par }{\rtlch\fcs1 \af0 \ltrch\fcs0 \insrsid9645363 \hich\af1\dbch\af31505\loch\f1 Experience the immense sign and sound of crashing.}{\rtlch\fcs1 \af0 \ltrch\fcs0 \insrsid2040834 
\par }{\rtlch\fcs1 \af0 \ltrch\fcs0 \b\insrsid9645363 \hich\af1\dbch\af31505\loch\f1 Compatible with existing software}{\rtlch\fcs1 \af0 \ltrch\fcs0 \b\insrsid2040834 
\par }{\rtlch\fcs1 \af0 \ltrch\fcs0 \insrsid9645363 \hich\af1\dbch\af31505\loch\f1 It will also crash your existing software}{\rtlch\fcs1 \af0 \ltrch\fcs0 \insrsid2040834 \cell }\pard\plain \ltrpar
\ql \li0\ri0\widctlpar\intbl\wrapdefault\aspalpha\aspnum\faauto\adjustright\rin0\lin0 \rtlch\fcs1 \af0\afs20\alang1025 \ltrch\fcs0 \fs20\lang1033\langfe2052\loch\af0\hich\af0\dbch\af31505\cgrid\langnp1033\langfenp2052 {\rtlch\fcs1 \af0 \ltrch\fcs0 
\insrsid2040834 \trowd \lastrow \ltrrow\ts11\trgaph108\trrh3428\trleft-108\trbrdrt\brdrs\brdrw10 \trbrdrl\brdrs\brdrw10 \trbrdrb\brdrs\brdrw10 \trbrdrr\brdrs\brdrw10 \trbrdrh\brdrs\brdrw10 \trbrdrv\brdrs\brdrw10 
\trftsWidth1\trftsWidthB3\trpaddl108\trpaddr108\trpaddfl3\trpaddft3\trpaddfb3\trpaddfr3\tblind-1242\tblindtype3 \clvertalt\clbrdrt\brdrs\brdrw10 \clbrdrl\brdrs\brdrw10 \clbrdrb\brdrs\brdrw10 \clbrdrr\brdrs\brdrw10 
\cltxlrtb\clftsWidth3\clwWidth3618\clshdrawnil \cellx3510\clvertalt\clbrdrt\brdrs\brdrw10 \clbrdrl\brdrs\brdrw10 \clbrdrb\brdrs\brdrw10 \clbrdrr\brdrs\brdrw10 \cltxlrtb\clftsWidth3\clwWidth3625\clshdrawnil \cellx7135\row }\pard\plain \ltrpar
\s16\qj \li-2340\ri0\sa120\sl-240\slmult0\widctlpar\noline\wrapdefault\hyphpar0\aspalpha\aspnum\faauto\adjustright\rin0\lin-2340\itap0 \rtlch\fcs1 \af0\afs20\alang1025 \ltrch\fcs0 
\fs20\lang1033\langfe2052\kerning20\loch\af1\hich\af1\dbch\af31505\cgrid\langnp1033\langfenp2052 {\rtlch\fcs1 \af0 \ltrch\fcs0 \insrsid2040834 
\par }{\rtlch\fcs1 \af0 \ltrch\fcs0 \insrsid9645363 \hich\af1\dbch\af31505\loch\f1 \hich\f1 From KISS Software, Rescue Me! Product advertisement: \'93\loch\f1 There are over\hich\af1\dbch\af31505\loch\f1 \hich\f1  9,345 ways to trash your system.\'94\loch\f1 
\hich\f1  \'93\loch\f1 \hich\f1 Windows in your TV?   Who wants to boot your TV every few hours?\'94\loch\f1  I could go on and on.    Our products have a poor quality reputation.}{\rtlch\fcs1 \af0 \ltrch\fcs0 \insrsid2040834 
\par }{\rtlch\fcs1 \af0 \ltrch\fcs0 \insrsid9645363 \hich\af1\dbch\af31505\loch\f1 Quality is about ensuring the system works consistently: every time, all the time.  \hich\af1\dbch\af31505\loch\f1 
  A key metric I think about is crashing.   Our software should never crash \hich\f1 \endash \loch\f1  period.   We ship software today that we }{\rtlch\fcs1 \af0 \ltrch\fcs0 \i\insrsid9645363 \hich\af1\dbch\af31505\loch\f1 know}{\rtlch\fcs1 \af0 
\ltrch\fcs0 \insrsid9645363 \hich\af1\dbch\af31505\loch\f1 \hich\f1  has bugs in it that can crash the system or that has architectural holes that would allow an errant application to crash the system.    We are under \'93\loch\f1 \hich\f1 market pressure
\'94\loch\f1  and somehow are able to convince ourselves that the likelihood of the condition (usuall\hich\af1\dbch\af31505\loch\f1 y\hich\af1\dbch\af31505\loch\f1 
 very complicated) occurring is very small and so it is ok to ship the product and fix it in the next release. }{\rtlch\fcs1 \af0 \ltrch\fcs0 \insrsid2040834 
\par }{\rtlch\fcs1 \af0 \ltrch\fcs0 \insrsid9645363 \hich\af1\dbch\af31505\loch\f1 The first building block for making a system easy to use is quality.    Quality doesn\hich\f1 \rquote \loch\f1 t make a system easy to use; on the other hand, you can\hich\f1 
\rquote \loch\f1 t \hich\af1\dbch\af31505\loch\f1 
have a good system without it.   You can have a very hard to use system that has high quality.   MVS or VM/CP represent such systems.    Once you get one of these systems running they are amazing resilient to hardware and software problems.    I spent tim
\hich\af1\dbch\af31505\loch\f1 e\hich\af1\dbch\af31505\loch\f1  with IBM engineers adding code for some of the error recovery paths for VM/CP.     Tons of code exists to handle faults in these types of systems.     It\hich\f1 \rquote \loch\f1 
s not that these systems were designed correctly.   If you changed a line of code you were required \hich\af1\dbch\af31505\loch\f1 t\hich\af1\dbch\af31505\loch\f1 
o add your initials to the comment field on that line.    I would look at pages and pages of BAL assembler code where the comment field of }{\rtlch\fcs1 \af0 \ltrch\fcs0 \i\insrsid9645363 \hich\af1\dbch\af31505\loch\f1 every}{\rtlch\fcs1 \af0 \ltrch\fcs0 
\insrsid9645363 \hich\af1\dbch\af31505\loch\f1  line had been updated.    And not by a single person.    In more cases than not, there would be 5 or more initi\hich\af1\dbch\af31505\loch\f1 als on the same BAL line.     Code (and quality?) by brute force.
}{\rtlch\fcs1 \af0 \ltrch\fcs0 \insrsid2040834 
\par }{\rtlch\fcs1 \af0 \ltrch\fcs0 \insrsid9645363 \hich\af1\dbch\af31505\loch\f1 So everyone says they support quality (Mom and apple pie, right?).     What should we change?    }{\rtlch\fcs1 \af0 \ltrch\fcs0 \insrsid2040834 
\par {\pntext\pard\plain\ltrpar \s16 \rtlch\fcs1 \af0\afs20 \ltrch\fcs0 \f3\fs20\lang1033\langfe2052\kerning20\langnp1033\insrsid9645363 \loch\af3\dbch\af31505\hich\f3 \'b7\tab}}\pard \ltrpar\s16\qj \fi-360\li-1980\ri0\sa120\sl-240\slmult0\widctlpar\noline
\jclisttab\tx-1980\wrapdefault{\*\pn \pnlvlblt\ilvl0\ls3\pnrnot0\pnf3\pnstart1\pnindent360\pnsp120\pnhang {\pntxtb \'b7}}\hyphpar0\aspalpha\aspnum\faauto\ls3\adjustright\rin0\lin-1980\itap0 {\rtlch\fcs1 \af0 \ltrch\fcs0 \insrsid9645363 
\hich\af1\dbch\af31505\loch\f1 We should tradeoff compatibility for quality if necessary.     At a minimum if we know that \hich\af1\dbch\af31505\loch\f1 
being compatible with some feature (from the past) could cause the system to crash or get in some inconsistent state, then we should have an option that a user can select that prevents the compatibility, in favor of stability.    Users then have a choice 
\hich\af1\dbch\af31505\loch\f1 i\hich\af1\dbch\af31505\loch\f1 n how the system operates.}{\rtlch\fcs1 \af0 \ltrch\fcs0 \insrsid2040834 
\par {\pntext\pard\plain\ltrpar \s16 \rtlch\fcs1 \af0\afs20 \ltrch\fcs0 \f3\fs20\lang1033\langfe2052\kerning20\langnp1033\insrsid9645363 \loch\af3\dbch\af31505\hich\f3 \'b7\tab}}\pard \ltrpar\s16\qj \fi-360\li-1980\ri0\sa120\sl-240\slmult0\widctlpar\noline
\jclisttab\tx-1980\wrapdefault{\*\pn \pnlvlblt\ilvl0\ls4\pnrnot0\pnf3\pnstart1\pnindent360\pnsp120\pnhang {\pntxtb \'b7}}\hyphpar0\aspalpha\aspnum\faauto\ls4\adjustright\rin0\lin-1980\itap0 {\rtlch\fcs1 \af0 \ltrch\fcs0 \insrsid9645363 
\hich\af1\dbch\af31505\loch\f1 No algorithms should be used which we know a priori could cause the system to fail or enter an inconsistent state.    No benchmark, size, or schedule crunch should be allowed to come between quality and us.}{\rtlch\fcs1 
\af0 \ltrch\fcs0 \insrsid2040834 
\par {\pntext\pard\plain\ltrpar \s16 \rtlch\fcs1 \af0\afs20 \ltrch\fcs0 \f3\fs20\lang1033\langfe2052\kerning20\langnp1033\insrsid9645363 \loch\af3\dbch\af31505\hich\f3 \'b7\tab}}\pard \ltrpar\s16\qj \fi-360\li-1980\ri0\sa120\sl-240\slmult0\widctlpar\noline
\jclisttab\tx-1980\wrapdefault{\*\pn \pnlvlblt\ilvl0\ls4\pnrnot0\pnf3\pnstart1\pnindent360\pnsp120\pnhang {\pntxtb \'b7}}\hyphpar0\aspalpha\aspnum\faauto\ls4\adjustright\rin0\lin-1980\itap0 {\rtlch\fcs1 \af0 \ltrch\fcs0 \insrsid9645363 
\hich\af1\dbch\af31505\loch\f1 We must ensure that PC\hich\af1\dbch\af31505\loch\f1  hardware doesn\hich\f1 \rquote \loch\f1 
t impede our quality efforts.   The classic example here is ISA slots allowing non-PnP cards to be supported.    But, it goes beyond this.    We need to drive the industry to address areas that are likely causes of consumer issues and faul
\hich\af1\dbch\af31505\loch\f1 t\hich\af1\dbch\af31505\loch\f1 s in the system.    An example here would be the fact that PC-Card (or PCMCIA) devices can be removed without warning from the system.    That\hich\f1 \rquote \loch\f1 
s like being able to rip a CD out of your audio system while it is still moving and playing.    If we want to im\hich\af1\dbch\af31505\loch\f1 p\hich\af1\dbch\af31505\loch\f1 
rove the experience for end-users, we must focus on improving the fragile hardware we have today in PCs.}{\rtlch\fcs1 \af0 \ltrch\fcs0 \insrsid2040834 
\par }\pard\plain \ltrpar\s1\ql \li-2790\ri0\sb120\sa100\keepn\widctlpar\noline\wrapdefault\hyphpar0\aspalpha\aspnum\faauto\outlinelevel0\adjustright\rin0\lin-2790\itap0 \rtlch\fcs1 \af0\afs20\alang1025 \ltrch\fcs0 
\b\fs32\lang1033\langfe2052\loch\af1\hich\af1\dbch\af31505\cgrid\langnp1033\langfenp2052 {\rtlch\fcs1 \af0 \ltrch\fcs0 \insrsid9645363 \hich\af1\dbch\af31505\loch\f1 Resiliency}{\rtlch\fcs1 \af0 \ltrch\fcs0 \insrsid2040834 
\par }\pard\plain \ltrpar\s16\qj \li-2340\ri0\sa120\sl-240\slmult0\widctlpar\noline\wrapdefault\hyphpar0\aspalpha\aspnum\faauto\adjustright\rin0\lin-2340\itap0 \rtlch\fcs1 \af0\afs20\alang1025 \ltrch\fcs0 
\fs20\lang1033\langfe2052\kerning20\loch\af1\hich\af1\dbch\af31505\cgrid\langnp1033\langfenp2052 {\rtlch\fcs1 \af0 \ltrch\fcs0 \insrsid9645363 \hich\af1\dbch\af31505\loch\f1 Ok, suppose the system doesn\hich\f1 \rquote \loch\f1 t crash. 
\hich\af1\dbch\af31505\loch\f1   But, does it recover gracefully from problems?   Resiliency is about having the system recover automatically from environmental issues (e.g., server going away, DHCP server not found, etc.) or common user mistakes.}{
\rtlch\fcs1 \af0 \ltrch\fcs0 \insrsid2040834 
\par }{\rtlch\fcs1 \af0 \ltrch\fcs0 \insrsid9645363 \hich\af1\dbch\af31505\loch\f1 This takes a very specific designer min\hich\af1\dbch\af31505\loch\f1 
dset.    You have to assume that if something could go wrong, it will and then program defensively for these problems.    Too often I find designers programming for the case when everything works perfectly.  When an error occurs, they simply give up, spew
\hich\af1\dbch\af31505\loch\f1  \hich\af1\dbch\af31505\loch\f1 an error message to the screen, and return an error message to their caller (who of course does nothing with the error except return it to their caller, etc.).}{\rtlch\fcs1 \af0 \ltrch\fcs0 
\insrsid2040834 
\par }{\rtlch\fcs1 \af0 \ltrch\fcs0 \insrsid9645363 \hich\af1\dbch\af31505\loch\f1 Networking is perhaps the area where this is most visible.  Our networking code is extremely fra\hich\af1\dbch\af31505\loch\f1 
gile today.    Virtually any problem (lost packet, server not responding after we have a connection to it, configuration error, etc.) either makes the system totally unresponsive (with no indication to the end-user what is going on) or worse yet it actual
\hich\af1\dbch\af31505\loch\f1 l\hich\af1\dbch\af31505\loch\f1 y stops working correctly.     This lack of resiliency is a problem for the operating system (e.g., networking errors during authentication, etc.), but it\hich\f1 \rquote \loch\f1 
s also a problem for applications such as mail, calendar, chat, browsing, etc.    No other periphera\hich\af1\dbch\af31505\loch\f1 l\hich\af1\dbch\af31505\loch\f1  is more error prone today than the network.   It takes special designs to deal with this.}{
\rtlch\fcs1 \af0 \ltrch\fcs0 \insrsid2040834 
\par }{\rtlch\fcs1 \af0 \ltrch\fcs0 \insrsid9645363 \hich\af1\dbch\af31505\loch\f1 How many times does your computer just sit there doing nothing after you entered a command.   There is no disk activity; no screen activity; nothing.   But, you can\hich\f1 
\rquote \hich\af1\dbch\af31505\loch\f1 \hich\f1 t do anything since the application or the operating system is \'93\loch\f1 \hich\f1 locked up\'94\loch\f1 .    This is because the software isn\hich\f1 \rquote \loch\f1 
t handling the network (flakiness) correctly.    The network will continue to be very error prone (e.g., different delays, outages, errors, nod\hich\af1\dbch\af31505\loch\f1 e\hich\af1\dbch\af31505\loch\f1 
 failures, etc.) for quite some time in the future.   Moreover, the fact that we want to be mobile moving between wireless cells or connecting between very different speed networks means that handling networking resiliency must be a top priority for us.  
\hich\af1\dbch\af31505\loch\f1  \hich\af1\dbch\af31505\loch\f1  Architecturally, we need to learn about network errors in a standard way and then avoid multiple timeouts, nested retries, etc.}{\rtlch\fcs1 \af0 \ltrch\fcs0 \insrsid2040834 
\par }{\rtlch\fcs1 \af0 \ltrch\fcs0 \insrsid9645363 \hich\af1\dbch\af31505\loch\f1 We do have parts of the operating system that are more resilient today than other parts.   One example is scandisk that automat\hich\af1\dbch\af31505\loch\f1 \hich\f1 ically 
\'93\loch\f1 \hich\f1 repairs\'94\loch\f1 
 the system if there are disk inconsistencies detected.    The issue today is that scandisk may not correct the problem totally.   In fact, it could delete a critical file.    Still it is better than not doing anything.    Assuming that we
\hich\af1\dbch\af31505\loch\f1  \hich\af1\dbch\af31505\loch\f1 
must have a utility like scandisk (because of the file system design) we need to ensure that upper levels of the software can recover from perhaps poor deletion choices that scandisk might make.   (Furthermore, as noted later, if we have to have scandisk 
\hich\af1\dbch\af31505\loch\f1 u\hich\af1\dbch\af31505\loch\f1 tilities, they should run silently without introducing the user to any bizarre terminology or operational choices.)}{\rtlch\fcs1 \af0 \ltrch\fcs0 \insrsid2040834 
\par }{\rtlch\fcs1 \af0 \ltrch\fcs0 \insrsid9645363 \hich\af1\dbch\af31505\loch\f1 Resiliency is about keeping the system running at all costs.    An example of this is that if the NT 4 shell (or IE 4 shell on NT 5) dies, t\hich\af1\dbch\af31505\loch\f1 
he desktop disappears for a second.    But, the operating system restarts the shell quietly in the background.    The system is resilient to shell faults.    This is not the case with win95 or win98.}{\rtlch\fcs1 \af0 \ltrch\fcs0 \insrsid2040834 
\par }{\rtlch\fcs1 \af0 \ltrch\fcs0 \insrsid9645363 \hich\af1\dbch\af31505\loch\f1 Ways to improve resiliency:}{\rtlch\fcs1 \af0 \ltrch\fcs0 \insrsid2040834 
\par {\pntext\pard\plain\ltrpar \s16 \rtlch\fcs1 \af0\afs20 \ltrch\fcs0 \f3\fs20\lang1033\langfe2052\kerning20\langnp1033\insrsid9645363 \loch\af3\dbch\af31505\hich\f3 \'b7\tab}}\pard \ltrpar\s16\qj \fi-360\li-1980\ri0\sa120\sl-240\slmult0\widctlpar\noline
\jclisttab\tx-1980\wrapdefault{\*\pn \pnlvlblt\ilvl0\ls5\pnrnot0\pnf3\pnstart1\pnindent360\pnsp120\pnhang {\pntxtb \'b7}}\hyphpar0\aspalpha\aspnum\faauto\ls5\adjustright\rin0\lin-1980\itap0 {\rtlch\fcs1 \af0 \ltrch\fcs0 \insrsid9645363 
\hich\af1\dbch\af31505\loch\f1 Auto-configure.   Do not let\hich\af1\dbch\af31505\loch\f1 \hich\f1  the user configure things.    Networking is one of the most complicated areas of our system.    Asking a novice (or even an \'93\loch\f1 \hich\f1 expert
\'94\loch\f1 ) to configure a protocol stack is like asking a layperson to do surgery \hich\f1 \endash \loch\f1  it takes training and even then they sometimes \hich\af1\dbch\af31505\loch\f1 m\hich\af1\dbch\af31505\loch\f1 
ake a mistake.     If you can't auto-configure, then the system should probably be redesigned so that it can be auto-configured.}{\rtlch\fcs1 \af0 \ltrch\fcs0 \insrsid2040834 
\par {\pntext\pard\plain\ltrpar \s16 \rtlch\fcs1 \af0\afs20 \ltrch\fcs0 \f3\fs20\lang1033\langfe2052\kerning20\langnp1033\insrsid9645363 \loch\af3\dbch\af31505\hich\f3 \'b7\tab}}\pard \ltrpar\s16\qj \fi-360\li-1980\ri0\sa120\sl-240\slmult0\widctlpar\noline
\jclisttab\tx-1980\wrapdefault{\*\pn \pnlvlblt\ilvl0\ls5\pnrnot0\pnf3\pnstart1\pnindent360\pnsp120\pnhang {\pntxtb \'b7}}\hyphpar0\aspalpha\aspnum\faauto\ls5\adjustright\rin0\lin-1980\itap0 {\rtlch\fcs1 \af0 \ltrch\fcs0 \insrsid9645363 
\hich\af1\dbch\af31505\loch\f1 Assume a machine is transiently connected to the network.    Never allow the user interface to be stopped by a network outage. \hich\af1\dbch\af31505\loch\f1 
   Switch gracefully (but visibly) from network mode to offline mode.   }{\rtlch\fcs1 \af0 \ltrch\fcs0 \insrsid2040834 
\par {\pntext\pard\plain\ltrpar \s16 \rtlch\fcs1 \af0\afs20 \ltrch\fcs0 \f3\fs20\lang1033\langfe2052\kerning20\langnp1033\insrsid9645363 \loch\af3\dbch\af31505\hich\f3 \'b7\tab}}\pard \ltrpar\s16\qj \fi-360\li-1980\ri0\sa120\sl-240\slmult0\widctlpar\noline
\jclisttab\tx-1980\wrapdefault{\*\pn \pnlvlblt\ilvl0\ls5\pnrnot0\pnf3\pnstart1\pnindent360\pnsp120\pnhang {\pntxtb \'b7}}\hyphpar0\aspalpha\aspnum\faauto\ls5\adjustright\rin0\lin-1980\itap0 {\rtlch\fcs1 \af0 \ltrch\fcs0 \insrsid9645363 
\hich\af1\dbch\af31505\loch\f1 Once an error is detected (e.g., network timeout), it should be sensed only once.   That is, at most one timeout should happen until there is good communications established again.}{\rtlch\fcs1 \af0 \ltrch\fcs0 
\insrsid2040834 
\par {\pntext\pard\plain\ltrpar \s16 \rtlch\fcs1 \af0\afs20 \ltrch\fcs0 \f3\fs20\lang1033\langfe2052\kerning20\langnp1033\insrsid9645363 \loch\af3\dbch\af31505\hich\f3 \'b7\tab}}\pard \ltrpar\s16\qj \fi-360\li-1980\ri0\sa120\sl-240\slmult0\widctlpar\noline
\jclisttab\tx-1980\wrapdefault{\*\pn \pnlvlblt\ilvl0\ls5\pnrnot0\pnf3\pnstart1\pnindent360\pnsp120\pnhang {\pntxtb \'b7}}\hyphpar0\aspalpha\aspnum\faauto\ls5\adjustright\rin0\lin-1980\itap0 {\rtlch\fcs1 \af0 \ltrch\fcs0 \insrsid9645363 
\hich\af1\dbch\af31505\loch\f1 De\hich\af1\dbch\af31505\loch\f1 
sign for error cases even if it means the regular operation of the system is impacted slightly.   A good example here is out of disk space.    Assume you run out of disk space at the worse possible time.    Will the system still function correctly?    Can
\hich\af1\dbch\af31505\loch\f1  \hich\af1\dbch\af31505\loch\f1 the user still remove some space?    If it takes allocating some free disk space as a buffer during normal operation (to ensure that the system is still totally functional) then do it.}{
\rtlch\fcs1 \af0 \ltrch\fcs0 \insrsid2040834 
\par }\pard\plain \ltrpar\s1\ql \li-2790\ri0\sb120\sa100\keepn\widctlpar\noline\wrapdefault\hyphpar0\aspalpha\aspnum\faauto\outlinelevel0\adjustright\rin0\lin-2790\itap0 \rtlch\fcs1 \af0\afs20\alang1025 \ltrch\fcs0 
\b\fs32\lang1033\langfe2052\loch\af1\hich\af1\dbch\af31505\cgrid\langnp1033\langfenp2052 {\rtlch\fcs1 \af0 \ltrch\fcs0 \insrsid9645363 \hich\af1\dbch\af31505\loch\f1 Terminology}{\rtlch\fcs1 \af0 \ltrch\fcs0 \insrsid2040834 
\par }\pard\plain \ltrpar\s16\qj \li-2340\ri0\sa120\sl-240\slmult0\widctlpar\noline\wrapdefault\hyphpar0\aspalpha\aspnum\faauto\adjustright\rin0\lin-2340\itap0 \rtlch\fcs1 \af0\afs20\alang1025 \ltrch\fcs0 
\fs20\lang1033\langfe2052\kerning20\loch\af1\hich\af1\dbch\af31505\cgrid\langnp1033\langfenp2052 {\rtlch\fcs1 \af0 \ltrch\fcs0 \insrsid9645363 \hich\af1\dbch\af31505\loch\f1 For some strange reason we insist on trying to teach people
\hich\af1\dbch\af31505\loch\f1  a foreign language: }{\rtlch\fcs1 \af0 \ltrch\fcs0 \i\insrsid9645363 \hich\af1\dbch\af31505\loch\f1 geektalk}{\rtlch\fcs1 \af0 \ltrch\fcs0 \insrsid9645363 \hich\af1\dbch\af31505\loch\f1 .   My Mom doesn\hich\f1 \rquote 
\loch\f1 t want to learn another language right now.    She just wants to track her church work, write letters, exchange email, track her budget, look for things on the Internet, etc.    }{\rtlch\fcs1 \af0 \ltrch\fcs0 \insrsid2040834 
\par }{\rtlch\fcs1 \af0 \ltrch\fcs0 \insrsid9645363 \hich\af1\dbch\af31505\loch\f1 Geektalk is actually one of our\hich\af1\dbch\af31505\loch\f1 
 worse sins in interacting with a user.    Our systems tend to produce more internal information than a user needs to know and in doing so we use terms that only a computer literate person (and in some cases programmer) would understand.}{\rtlch\fcs1 
\af0 \ltrch\fcs0 \insrsid2040834 
\par }{\rtlch\fcs1 \af0 \ltrch\fcs0 \insrsid9645363 \hich\af1\dbch\af31505\loch\f1 Turn on (note a na\loch\af1\dbch\af31505\hich\f1 \'ef\loch\f1 \hich\f1 ve user thinks a \'93\loch\f1 \hich\f1 boot\'94\loch\f1 
 is a shoe) any PC and just watch the words/characters fly by.    }{\rtlch\fcs1 \af0 \ltrch\fcs0 \insrsid2040834 
\par }\pard \ltrpar\s16\qj \li-2347\ri0\sl-240\slmult0\widctlpar\noline\wrapdefault\hyphpar0\aspalpha\aspnum\faauto\adjustright\rin0\lin-2347\itap0 {\rtlch\fcs1 \af0 \ltrch\fcs0 \b\insrsid9645363 \hich\af1\dbch\af31505\loch\f1 24576 KB OK }{\rtlch\fcs1 \af0 
\ltrch\fcs0 \b\insrsid2040834 
\par }{\rtlch\fcs1 \af0 \ltrch\fcs0 \b\insrsid9645363 \hich\af1\dbch\af31505\loch\f1 SystemSoft BIOS for Opt Viper 557/508N 1.00 (2450-35) (Version 01.11)}{\rtlch\fcs1 \af0 \ltrch\fcs0 \b\insrsid2040834 
\par }{\rtlch\fcs1 \af0 \ltrch\fcs0 \b\insrsid9645363 \hich\af1\dbch\af31505\loch\f1 SystemSoft Plug-n-Play BIOS}{\rtlch\fcs1 \af0 \ltrch\fcs0 \b\insrsid2040834 
\par }\pard \ltrpar\s16\qj \li-2340\ri0\sa120\sl-240\slmult0\widctlpar\noline\wrapdefault\hyphpar0\aspalpha\aspnum\faauto\adjustright\rin0\lin-2340\itap0 {\rtlch\fcs1 \af0 \ltrch\fcs0 \b\insrsid9645363 \hich\af1\dbch\af31505\loch\f1 
<F10> to enter Computer Setup}{\rtlch\fcs1 \af0 \ltrch\fcs0 \insrsid2040834 
\par }{\rtlch\fcs1 \af0 \ltrch\fcs0 \insrsid9645363 \hich\af1\dbch\af31505\loch\f1 \hich\f1 Oh, I see\'85}{\rtlch\fcs1 \af0 \ltrch\fcs0 \insrsid2040834 
\par }{\rtlch\fcs1 \af0 \ltrch\fcs0 \insrsid9645363 \hich\af1\dbch\af31505\loch\f1 Now of all of\hich\af1\dbch\af31505\loch\f1  the above, what do you think a first time user }{\rtlch\fcs1 \af0 \ltrch\fcs0 \i\insrsid9645363 \hich\af1\dbch\af31505\loch\f1 has}{
\rtlch\fcs1 \af0 \ltrch\fcs0 \insrsid9645363 \hich\af1\dbch\af31505\loch\f1 
 to know?    What terms would they know?    Why do we insist on telling a user all these things?     I believe it is because the system is basically in debug mode all the time.    We never know when a user\hich\af1\dbch\af31505\loch\f1 
 might have to know the internals of the system to deal with a problem.}{\rtlch\fcs1 \af0 \ltrch\fcs0 \insrsid2040834 
\par }{\rtlch\fcs1 \af0 \ltrch\fcs0 \insrsid9645363 \hich\af1\dbch\af31505\loch\f1 When our software starts running we are even worse.    I can\hich\f1 \rquote \loch\f1 \hich\f1 
t even begin to represent the insane number of terms we use.   We use terms such as \'93\loch\f1 \hich\f1 FAT32\'94\loch\f1 \hich\f1 , \'93\loch\f1 \hich\f1 clusters\'94\loch\f1 \hich\f1 , \'93\loch\f1 \hich\f1 defragging\'94\loch\f1 \hich\f1 , \'93
\loch\f1 DHC\hich\af1\dbch\af31505\loch\f1 \hich\f1 P\'94\loch\f1 \hich\f1 , \'93\loch\f1 \hich\f1 DNS\'94\loch\f1 \hich\f1 , \'93\loch\f1 \hich\f1 WBEM\'94\loch\f1 \hich\f1 , \'93\loch\f1 \hich\f1 WAN Mini-port\'94\loch\f1 \hich\f1 , \'93\loch\f1 
\hich\f1 ODBC\'94\loch\f1 \hich\f1 , \'93\loch\f1 \hich\f1 enable IP forwarding\'94\loch\f1 \hich\f1 , \'93\loch\f1 \hich\f1 bindings\'94\loch\f1 \hich\f1 , \'93\loch\f1 \hich\f1 NDIS Proxy TAPI Service Provider\'94\loch\f1 \hich\f1 , \'93\loch\f1 
\hich\f1 Video Compression Codecs\'94\loch\f1 \hich\f1 , \'93\loch\f1 \hich\f1 Device Tree\'94\loch\f1 \hich\f1 , \'93\loch\f1 \hich\f1 devmgmt\'94\loch\f1 \hich\f1 , IRQ, DMA, \'93\loch\f1 \hich\f1 Launch Internet Explorer Browser\'94\loch\f1 \hich\f1 
 (launch?), \'93\loch\f1 Insert ActiveX Monitor Contr\hich\af1\dbch\af31505\loch\f1 o\hich\af1\dbch\af31505\loch\f1 \hich\f1 l\'94\loch\f1 , etc. }{\rtlch\fcs1 \af0 \ltrch\fcs0 \insrsid2040834 
\par }{\rtlch\fcs1 \af0 \ltrch\fcs0 \insrsid9645363 \hich\af1\dbch\af31505\loch\f1 And our error messages are nothing short of amazing.  Consider these error messages from NT 5:}{\rtlch\fcs1 \af0 \ltrch\fcs0 \insrsid2040834 
\par {\pntext\pard\plain\ltrpar \s16 \rtlch\fcs1 \af0\afs20 \ltrch\fcs0 \f3\fs20\lang1033\langfe2052\kerning20\langnp1033\insrsid9645363 \loch\af3\dbch\af31505\hich\f3 \'b7\tab}}\pard \ltrpar\s16\qj \fi-450\li-1440\ri0\sa120\sl-240\slmult0\widctlpar\noline
\jclisttab\tx-1440\wrapdefault{\*\pn \pnlvlblt\ilvl0\ls7\pnrnot0\pnf3\pnstart1\pnindent360\pnsp120\pnhang {\pntxtb \'b7}}\hyphpar0\aspalpha\aspnum\faauto\ls7\adjustright\rin0\lin-1440\itap0 {\rtlch\fcs1 \af0 \ltrch\fcs0 \insrsid9645363 
\hich\af1\dbch\af31505\loch\f1 No IPSEC Policy DN. }{\rtlch\fcs1 \af0 \ltrch\fcs0 \insrsid2040834 
\par {\pntext\pard\plain\ltrpar \s16 \rtlch\fcs1 \af0\afs20 \ltrch\fcs0 \f3\fs20\lang1033\langfe2052\kerning20\langnp1033\insrsid9645363 \loch\af3\dbch\af31505\hich\f3 \'b7\tab}}\pard \ltrpar\s16\qj \fi-450\li-1440\ri0\sa120\sl-240\slmult0\widctlpar\noline
\jclisttab\tx-1440\wrapdefault{\*\pn \pnlvlblt\ilvl0\ls7\pnrnot0\pnf3\pnstart1\pnindent360\pnsp120\pnhang {\pntxtb \'b7}}\hyphpar0\aspalpha\aspnum\faauto\ls7\adjustright\rin0\lin-1440\itap0 {\rtlch\fcs1 \af0 \ltrch\fcs0 \insrsid9645363 \{
\hich\af1\dbch\af31505\loch\f1 A79C9582-19D1-11D1-91C7-C4252BDEA3A4\} : Could not find an adapter.}{\rtlch\fcs1 \af0 \ltrch\fcs0 \insrsid2040834 
\par {\pntext\pard\plain\ltrpar \s16 \rtlch\fcs1 \af0\afs20 \ltrch\fcs0 \f3\fs20\lang1033\langfe2052\kerning20\langnp1033\insrsid9645363 \loch\af3\dbch\af31505\hich\f3 \'b7\tab}}\pard \ltrpar\s16\qj \fi-450\li-1440\ri0\sa120\sl-240\slmult0\widctlpar\noline
\jclisttab\tx-1440\wrapdefault{\*\pn \pnlvlblt\ilvl0\ls7\pnrnot0\pnf3\pnstart1\pnindent360\pnsp120\pnhang {\pntxtb \'b7}}\hyphpar0\aspalpha\aspnum\faauto\ls7\adjustright\rin0\lin-1440\itap0 {\rtlch\fcs1 \af0 \ltrch\fcs0 \insrsid9645363 
\hich\af1\dbch\af31505\loch\f1 The Net Logon service terminated with \hich\af1\dbch\af31505\loch\f1 service-specific error 3095. }{\rtlch\fcs1 \af0 \ltrch\fcs0 \insrsid2040834 
\par {\pntext\pard\plain\ltrpar \s16 \rtlch\fcs1 \af0\afs20 \ltrch\fcs0 \f3\fs20\lang1033\langfe2052\kerning20\langnp1033\insrsid9645363 \loch\af3\dbch\af31505\hich\f3 \'b7\tab}}\pard \ltrpar\s16\qj \fi-450\li-1440\ri0\sa120\sl-240\slmult0\widctlpar\noline
\jclisttab\tx-1440\wrapdefault{\*\pn \pnlvlblt\ilvl0\ls7\pnrnot0\pnf3\pnstart1\pnindent360\pnsp120\pnhang {\pntxtb \'b7}}\hyphpar0\aspalpha\aspnum\faauto\ls7\adjustright\rin0\lin-1440\itap0 {\rtlch\fcs1 \af0 \ltrch\fcs0 \insrsid9645363 
\hich\af1\dbch\af31505\loch\f1 No Windows NT Domain Controller is available for domain NTWKSTA. (This event is expected and can be ignored when booting with the 'No Net' Hardware Profile.)  The following error occurred: The RPC server is unavailable. }{
\rtlch\fcs1 \af0 \ltrch\fcs0 \insrsid2040834 
\par {\pntext\pard\plain\ltrpar \s16 \rtlch\fcs1 \af0\afs20 \ltrch\fcs0 \f3\fs20\lang1033\langfe2052\kerning20\langnp1033\insrsid9645363 \loch\af3\dbch\af31505\hich\f3 \'b7\tab}}\pard \ltrpar\s16\qj \fi-450\li-1440\ri0\sa120\sl-240\slmult0\widctlpar\noline
\jclisttab\tx-1440\wrapdefault{\*\pn \pnlvlblt\ilvl0\ls7\pnrnot0\pnf3\pnstart1\pnindent360\pnsp120\pnhang {\pntxtb \'b7}}\hyphpar0\aspalpha\aspnum\faauto\ls7\adjustright\rin0\lin-1440\itap0 {\rtlch\fcs1 \af0 \ltrch\fcs0 \insrsid9645363 
\hich\af1\dbch\af31505\loch\f1 Illeg\hich\af1\dbch\af31505\loch\f1 al instruction}{\rtlch\fcs1 \af0 \ltrch\fcs0 \insrsid2040834 
\par {\pntext\pard\plain\ltrpar \s16 \rtlch\fcs1 \af0\afs20 \ltrch\fcs0 \f3\fs20\lang1033\langfe2052\kerning20\langnp1033\insrsid9645363 \loch\af3\dbch\af31505\hich\f3 \'b7\tab}}\pard \ltrpar\s16\qj \fi-450\li-1440\ri0\sa120\sl-240\slmult0\widctlpar\noline
\jclisttab\tx-1440\wrapdefault{\*\pn \pnlvlblt\ilvl0\ls7\pnrnot0\pnf3\pnstart1\pnindent360\pnsp120\pnhang {\pntxtb \'b7}}\hyphpar0\aspalpha\aspnum\faauto\ls7\adjustright\rin0\lin-1440\itap0 {\rtlch\fcs1 \af0 \ltrch\fcs0 \insrsid9645363 
\hich\af1\dbch\af31505\loch\f1 And on and on.}{\rtlch\fcs1 \af0 \ltrch\fcs0 \insrsid2040834 
\par }\pard \ltrpar\s16\qj \li-2340\ri0\sa120\sl-240\slmult0\widctlpar\noline\wrapdefault\hyphpar0\aspalpha\aspnum\faauto\adjustright\rin0\lin-2340\itap0 {\rtlch\fcs1 \af0 \ltrch\fcs0 \insrsid9645363 \hich\af1\dbch\af31505\loch\f1 
When a TV is sold the manufacturer doesn\hich\f1 \rquote \loch\f1 t have to explain how to read the color bands (detailing resistance) on some resistor that is used.    Why do we insist on trying to make computer people out of everyone?     We are sti
\hich\af1\dbch\af31505\loch\f1 ll making software for the hobbyist.    We need to make software for the consumer.     Do we want the user to debug the system?    Is our software so unreliable that we have to be in pseudo debugging mode all the time?}{
\rtlch\fcs1 \af0 \ltrch\fcs0 \insrsid2040834 
\par }{\rtlch\fcs1 \af0 \ltrch\fcs0 \insrsid9645363 \hich\af1\dbch\af31505\loch\f1 Of all the issues raised in this pape\hich\af1\dbch\af31505\loch\f1 
r, reducing information dumping and simplifying/removing terminology is the easiest to change.    Every product should have a glossary of terms that is used throughout the product.    We can introduce new (computer) concepts to end-users, but they should 
\hich\af1\dbch\af31505\loch\f1 b\hich\af1\dbch\af31505\loch\f1 e done with great care.    Developers and user education (e.g., help, documentation) should only communicate using layperson\hich\f1 \rquote \loch\f1 s language and the approved glossary.    }
{\rtlch\fcs1 \af0 \ltrch\fcs0 \insrsid2040834 
\par }{\rtlch\fcs1 \af0 \ltrch\fcs0 \insrsid9645363 \hich\af1\dbch\af31505\loch\f1 One other key point is that some areas of a product might require more advanced knowledge\hich\af1\dbch\af31505\loch\f1 
 and therefore a richer set of terms.    In this case there should be an advanced button (or tool) that permits access to these terms (otherwise they are hidden).   In general though these advanced dialogs should be avoided.    Why?    Because having the 
\hich\af1\dbch\af31505\loch\f1 c\hich\af1\dbch\af31505\loch\f1 \hich\f1 oncepts exposed at all makes it hard to avoid having some error/information message pop out at a na\'ef\loch\f1 \hich\f1 ve user (e.g., \'93\loch\f1 can\hich\f1 \rquote \loch\f1 
\hich\f1 t renew IP address because DHCP server is not responding\'94\loch\f1 ).    It would be far better in my view to have a command line utility that ad\hich\af1\dbch\af31505\loch\f1 j\hich\af1\dbch\af31505\loch\f1 
usts certain parameters (as in debugging mode), then have this information exposed in a general UI.    Then we would never have to even explain what something like a DHCP server was to an end-user.}{\rtlch\fcs1 \af0 \ltrch\fcs0 \insrsid2040834 
\par }\pard\plain \ltrpar\s1\ql \li-2790\ri0\sb120\sa100\keepn\widctlpar\noline\wrapdefault\hyphpar0\aspalpha\aspnum\faauto\outlinelevel0\adjustright\rin0\lin-2790\itap0 \rtlch\fcs1 \af0\afs20\alang1025 \ltrch\fcs0 
\b\fs32\lang1033\langfe2052\loch\af1\hich\af1\dbch\af31505\cgrid\langnp1033\langfenp2052 {\rtlch\fcs1 \af0 \ltrch\fcs0 \insrsid9645363 \hich\af1\dbch\af31505\loch\f1 Consistency}{\rtlch\fcs1 \af0 \ltrch\fcs0 \insrsid2040834 
\par }\pard\plain \ltrpar\s16\qj \li-2340\ri0\sa120\sl-240\slmult0\widctlpar\noline\wrapdefault\hyphpar0\aspalpha\aspnum\faauto\adjustright\rin0\lin-2340\itap0 \rtlch\fcs1 \af0\afs20\alang1025 \ltrch\fcs0 
\fs20\lang1033\langfe2052\kerning20\loch\af1\hich\af1\dbch\af31505\cgrid\langnp1033\langfenp2052 {\rtlch\fcs1 \af0 \ltrch\fcs0 \insrsid9645363 \hich\af1\dbch\af31505\loch\f1 Lack of consistency is a key problem in our us\hich\af1\dbch\af31505\loch\f1 
er interface and our underlying conceptual model. Humans are amazingly adept at dealing with ambiguity and inconsistency \hich\f1 \endash \loch\f1 
 but only up to a point.    Much of learning is about understanding rules.    If A, then B.     Anyone who programs knows that deep n\hich\af1\dbch\af31505\loch\f1 e\hich\af1\dbch\af31505\loch\f1 sting of }{\rtlch\fcs1 \af0 \ltrch\fcs0 \b\insrsid9645363 
\hich\af1\dbch\af31505\loch\f1 if}{\rtlch\fcs1 \af0 \ltrch\fcs0 \insrsid9645363 \hich\af1\dbch\af31505\loch\f1 /}{\rtlch\fcs1 \af0 \ltrch\fcs0 \b\insrsid9645363 \hich\af1\dbch\af31505\loch\f1 else }{\rtlch\fcs1 \af0 \ltrch\fcs0 \insrsid9645363 
\hich\af1\dbch\af31505\loch\f1 
statements is very difficult to debug.    In every day life it is no different.   If you have to memorize one exception after exception, it is very difficult to not make mistakes unless you are living and breathing the environment constant
\hich\af1\dbch\af31505\loch\f1 ly.    Teaching someone about the system deals with teaching him or her about the rules.    You want the rules to be very simple: if you do this, then that happens. }{\rtlch\fcs1 \af0 \ltrch\fcs0 \insrsid2040834 
\par }{\rtlch\fcs1 \af0 \ltrch\fcs0 \insrsid9645363 \hich\af1\dbch\af31505\loch\f1 Our systems have tons of footnotes on how it works.    Let\hich\f1 \rquote \loch\f1 s look at some examples.    }{\rtlch\fcs1 \af0 \ltrch\fcs0 \insrsid2040834 
\par }{\rtlch\fcs1 \af0 \ltrch\fcs0 \b\insrsid9645363 \hich\af1\dbch\af31505\loch\f1 Inconsistent drag-drop}{\rtlch\fcs1 \af0 \ltrch\fcs0 \insrsid9645363 \hich\af1\dbch\af31505\loch\f1 
.   When you drag a file from one place to another, it would seem reasonable that the file will be moved, not copied.     That rule is not correct however.    If you drag a file on the same disk, then the file is moved.    However, if
\hich\af1\dbch\af31505\loch\f1  you drag between disks, the files are copied \hich\f1 \endash \loch\f1  not moved.    If you drag an EXE, then a shortcut is created, and the file is neither copied nor moved \hich\f1 \endash \loch\f1 
 that is, unless the destination is a removable drive.}{\rtlch\fcs1 \af0 \ltrch\fcs0 \insrsid2040834 
\par }{\rtlch\fcs1 \af0 \ltrch\fcs0 \b\insrsid9645363 \hich\af1\dbch\af31505\loch\f1 Tray}{\rtlch\fcs1 \af0 \ltrch\fcs0 \insrsid9645363 \hich\af1\dbch\af31505\loch\f1 .   This area on the screen doesn\hich\f1 \rquote \loch\f1 t seem to f
\hich\af1\dbch\af31505\loch\f1 ollow }{\rtlch\fcs1 \af0 \ltrch\fcs0 \i\insrsid9645363 \hich\af1\dbch\af31505\loch\f1 any}{\rtlch\fcs1 \af0 \ltrch\fcs0 \insrsid9645363 \hich\af1\dbch\af31505\loch\f1 
 rules.    It holds mostly icons except for the clock that is.    Some icons get double-clicks, some get single-clicks, some get right-clicked, and some don\hich\f1 \rquote \loch\f1 t get clicked at all.    Some icons have tool-tips, others don\hich\f1 
\rquote \loch\f1 t (it depends on whether th\hich\af1\dbch\af31505\loch\f1 e application window is selected or not).    With IE 4, there is yet another area on the tray that operates totally differently than the other tray components.   It is magic.}{
\rtlch\fcs1 \af0 \ltrch\fcs0 \insrsid2040834 
\par }{\rtlch\fcs1 \af0 \ltrch\fcs0 \b\insrsid9645363 \hich\af1\dbch\af31505\loch\f1 Shortcuts}{\rtlch\fcs1 \af0 \ltrch\fcs0 \insrsid9645363 \hich\af1\dbch\af31505\loch\f1 .   Shortcuts are very inconsistent since they are not supported through
\hich\af1\dbch\af31505\loch\f1  win32 APIs.   Shortcuts are kludges done on top of the file system.   The result? Terrible inconsistency.     Whether a shortcut is linked to a file or a folder, it is always treated as a file.     Specifically, you can
\hich\f1 \rquote \loch\f1 t specify a shortcut to a folder i\hich\af1\dbch\af31505\loch\f1 n\hich\af1\dbch\af31505\loch\f1 \hich\f1  a path.    So, shortcuts are \'93\loch\f1 \hich\f1 sort of\'94\loch\f1  transparent, but not always.}{\rtlch\fcs1 \af0 
\ltrch\fcs0 \insrsid2040834 
\par }{\rtlch\fcs1 \af0 \ltrch\fcs0 \insrsid9645363 \hich\af1\dbch\af31505\loch\f1 We should not be rigid about consistency.    There is a higher level principle of familiarity (with real \hich\f1 \endash \loch\f1 
world objects/tasks) that I think is even more important than consistency across \hich\af1\dbch\af31505\loch\f1 
all aspects of the system.    Nevertheless, we are not consistent enough today in our systems.    We use different terms for the same task, object, etc. in different parts of our system (e.g., Emergency Recovery Disk).      We need fewer concepts defined 
\hich\af1\dbch\af31505\loch\f1 a\hich\af1\dbch\af31505\loch\f1 nd few ways to do things.   Concepts that we introduce should be consistent unless there is a overwhelming reason not to be.}{\rtlch\fcs1 \af0 \ltrch\fcs0 \insrsid2040834 
\par }\pard\plain \ltrpar\s1\ql \li-2790\ri0\sb120\sa100\keepn\widctlpar\noline\wrapdefault\hyphpar0\aspalpha\aspnum\faauto\outlinelevel0\adjustright\rin0\lin-2790\itap0 \rtlch\fcs1 \af0\afs20\alang1025 \ltrch\fcs0 
\b\fs32\lang1033\langfe2052\loch\af1\hich\af1\dbch\af31505\cgrid\langnp1033\langfenp2052 {\rtlch\fcs1 \af0 \ltrch\fcs0 \insrsid9645363 \hich\af1\dbch\af31505\loch\f1 Familiarity}{\rtlch\fcs1 \af0 \ltrch\fcs0 \insrsid2040834 
\par }\pard\plain \ltrpar\s16\qj \li-2340\ri0\sa120\sl-240\slmult0\widctlpar\noline\wrapdefault\hyphpar0\aspalpha\aspnum\faauto\adjustright\rin0\lin-2340\itap0 \rtlch\fcs1 \af0\afs20\alang1025 \ltrch\fcs0 
\fs20\lang1033\langfe2052\kerning20\loch\af1\hich\af1\dbch\af31505\cgrid\langnp1033\langfenp2052 {\rtlch\fcs1 \af0 \ltrch\fcs0 \insrsid9645363 \hich\af1\dbch\af31505\loch\f1 
A key to allowing people to learn something quickly is to build on prior knowledge.     We need to maximize the concept\hich\af1\dbch\af31505\loch\f1 
s and techniques in our products that users are familiar with from their real world experiences.     The first time someone uses an automated washbowl, they look curiously around the sink for handles.    Once someone explains how it works or they discover
\hich\af1\dbch\af31505\loch\f1  \hich\af1\dbch\af31505\loch\f1 how it works independently, then from then on they will intuitively try putting their hands under the nozzle if they don\hich\f1 \rquote \loch\f1 
t see handles.    Of course, in some countries the water flow is controlled through foot petals.    And someone who is used to automat\hich\af1\dbch\af31505\loch\f1 i\hich\af1\dbch\af31505\loch\f1 c washbowls will be surprised when the water doesn
\hich\f1 \rquote \loch\f1 t come on.    (I know because this happened to me.)      The point is that once someone learns something they become familiar with it and expect it to be the same in a variety of situations.}{\rtlch\fcs1 \af0 \ltrch\fcs0 
\insrsid2040834 
\par }{\rtlch\fcs1 \af0 \ltrch\fcs0 \insrsid9645363 \hich\af1\dbch\af31505\loch\f1 Our user inter\hich\af1\dbch\af31505\loch\f1 
face and our conceptual model should attempt to model within reason tasks or objects that people already know.     If there is an analogy that exists outside the computer realm that a culture understands we should use it in our systems.    A good example 
\hich\af1\dbch\af31505\loch\f1 o\hich\af1\dbch\af31505\loch\f1 f this is }{\rtlch\fcs1 \af0 \ltrch\fcs0 \highlight7\insrsid9645363 \hich\af1\dbch\af31505\loch\f1 highlighting}{\rtlch\fcs1 \af0 \ltrch\fcs0 \insrsid9645363 \hich\af1\dbch\af31505\loch\f1 
 in Word.    This is something that virtually all people are familiar with.    Using yellow as the default and calling the feature highlighting is easy to understand for most everyone.}{\rtlch\fcs1 \af0 \ltrch\fcs0 \insrsid2040834 
\par }{\rtlch\fcs1 \af0 \ltrch\fcs0 \insrsid9645363 \hich\af1\dbch\af31505\loch\f1 Designers should not force fit metaphors if the c\hich\af1\dbch\af31505\loch\f1 omputer operation isn\hich\f1 \rquote \loch\f1 
t a close match to the real world.    Strong metaphors (e.g., phone) need to behave as much like a phone as possible \hich\f1 \endash \loch\f1 
 because users really know how a phone works and they will map their knowledge appropriately onto the computer inte\hich\af1\dbch\af31505\loch\f1 r\hich\af1\dbch\af31505\loch\f1 action.}{\rtlch\fcs1 \af0 \ltrch\fcs0 \insrsid2040834 
\par }{\rtlch\fcs1 \af0 \ltrch\fcs0 \insrsid9645363 \hich\af1\dbch\af31505\loch\f1 When I am writing a letter, I am writing a letter.     I usually don\hich\f1 \rquote \loch\f1 
t want to deal with anything else.    A new mail indication might interrupt me and I might switch to reading mail, but that is no different than being interrupted by a phone call.\hich\af1\dbch\af31505\loch\f1 
   In both cases, though I am doing a single task.    This argues for more full screen activities focused on single/related tasks and less window management.}{\rtlch\fcs1 \af0 \ltrch\fcs0 \insrsid2040834 
\par }{\rtlch\fcs1 \af0 \ltrch\fcs0 \insrsid9645363 \hich\af1\dbch\af31505\loch\f1 I strongly believe in virtualized User Interfaces that map to particular tasks that a user is curr\hich\af1\dbch\af31505\loch\f1 
ently doing.    However, more investigation is required to really understand the right level of virtualization.    It could be at a macro level: entertainment, office work, programming, etc.   Or it might be more granular: home financials, music composing
,\hich\af1\dbch\af31505\loch\f1 
 correspondence (e.g., letters, faxes, email, voice, etc.), watching TV, etc.    The reason I think this makes so much sense is that it allows us to create a more familiar environment for a user and still let the user switch from task to task.    Further,
\hich\af1\dbch\af31505\loch\f1  \hich\af1\dbch\af31505\loch\f1 I think this task-based view is much closer to the way average users work (e.g., I need to write some checks and see where the portfolio is today).}{\rtlch\fcs1 \af0 \ltrch\fcs0 
\insrsid2040834 
\par }{\rtlch\fcs1 \af0 \ltrch\fcs0 \insrsid9645363 \hich\af1\dbch\af31505\loch\f1 Without a doubt, the best computer concept is the concept that you don\hich\f1 \rquote \loch\f1 t have to invent (because it already \hich\af1\dbch\af31505\loch\f1 
exists in the real world).}{\rtlch\fcs1 \af0 \ltrch\fcs0 \insrsid2040834 
\par }\pard\plain \ltrpar\s1\ql \li-2790\ri0\sb120\sa100\keepn\widctlpar\noline\wrapdefault\hyphpar0\aspalpha\aspnum\faauto\outlinelevel0\adjustright\rin0\lin-2790\itap0 \rtlch\fcs1 \af0\afs20\alang1025 \ltrch\fcs0 
\b\fs32\lang1033\langfe2052\loch\af1\hich\af1\dbch\af31505\cgrid\langnp1033\langfenp2052 {\rtlch\fcs1 \af0 \ltrch\fcs0 \insrsid9645363 \hich\af1\dbch\af31505\loch\f1 Simplicity}{\rtlch\fcs1 \af0 \ltrch\fcs0 \insrsid2040834 
\par }\pard\plain \ltrpar\s16\qj \li-2340\ri0\sa120\sl-240\slmult0\widctlpar\noline\wrapdefault\hyphpar0\aspalpha\aspnum\faauto\adjustright\rin0\lin-2340\itap0 \rtlch\fcs1 \af0\afs20\alang1025 \ltrch\fcs0 
\fs20\lang1033\langfe2052\kerning20\loch\af1\hich\af1\dbch\af31505\cgrid\langnp1033\langfenp2052 {\rtlch\fcs1 \af0 \ltrch\fcs0 \insrsid9645363 \hich\af1\dbch\af31505\loch\f1 \hich\f1 
We seem to clutter everything.    We clutter the desktop.    When was the last time you opened the \'93\loch\f1 \hich\f1 network neighborhood\'94\loch\f1 ?     Yet it is on the desktop of probably 100 millions machines.    We clutter menus.    Look at
\hich\af1\dbch\af31505\loch\f1  the cascading menu after menu off the Start/Programs area.     We clutter toolbars.    And on and on.    }{\rtlch\fcs1 \af0 \ltrch\fcs0 \insrsid2040834 
\par }{\rtlch\fcs1 \af0 \ltrch\fcs0 \insrsid9645363 \hich\af1\dbch\af31505\loch\f1 We have so many tab dialogs for some functions that we created multi-row-tabbed dialogs.  Some of these tab dialogs are amazingly complex.    (By the
\hich\af1\dbch\af31505\loch\f1 
 way, the fact that the tabs all change positions when a back-row tab is clicked is extremely confusing and difficult to use.)     We should only include a function in the system if a large number of users need the function.    Basic functions should be i
\hich\af1\dbch\af31505\loch\f1 m\hich\af1\dbch\af31505\loch\f1 mediately apparent \hich\f1 \endash \loch\f1  not masked by reams of options that most customers will never use. }{\rtlch\fcs1 \af0 \ltrch\fcs0 \insrsid2040834 
\par }{\rtlch\fcs1 \af0 \ltrch\fcs0 \insrsid9645363 \hich\af1\dbch\af31505\loch\f1 The }{\rtlch\fcs1 \af0 \ltrch\fcs0 \b\insrsid9645363 \hich\af1\dbch\af31505\loch\f1 Administrative Tools }{\rtlch\fcs1 \af0 \ltrch\fcs0 \insrsid9645363 
\hich\af1\dbch\af31505\loch\f1 folder (off the }{\rtlch\fcs1 \af0 \ltrch\fcs0 \b\insrsid9645363 \hich\af1\dbch\af31505\loch\f1 Programs}{\rtlch\fcs1 \af0 \ltrch\fcs0 \insrsid9645363 \hich\af1\dbch\af31505\loch\f1  }{\rtlch\fcs1 \af0 \ltrch\fcs0 
\b\insrsid9645363 \hich\af1\dbch\af31505\loch\f1 Start}{\rtlch\fcs1 \af0 \ltrch\fcs0 \insrsid9645363 \hich\af1\dbch\af31505\loch\f1 
 menu) in NT 5 Workstation Beta 1 is a classic example of not designing for the bulk of users.    It is more complicated than NTW 4 \hich\f1 \endash \loch\f1 
 which was already much too complicated for the average user.  Most users just never need to know about most of these func\hich\af1\dbch\af31505\loch\f1 t\hich\af1\dbch\af31505\loch\f1 
ions.     In addition, the current user interface is designed for a computer expert.    We have to change our mindset totally here.}{\rtlch\fcs1 \af0 \ltrch\fcs0 \insrsid2040834 
\par }{\rtlch\fcs1 \af0 \ltrch\fcs0 \insrsid9645363 \hich\af1\dbch\af31505\loch\f1 We can make systems much smarter than they are today.    I think some of the intelligence in the office applications is quit\hich\af1\dbch\af31505\loch\f1 
e good.     There is no equivalent of this in the operating system however.  Simple heuristics go a long way.    For example, if we can\hich\f1 \rquote \loch\f1 t sense a network adapter, then we shouldn\hich\f1 \rquote \loch\f1 
t have timeouts and we shouldn\hich\f1 \rquote \loch\f1 t ask the user anything about a network.    W\hich\af1\dbch\af31505\loch\f1 e\hich\af1\dbch\af31505\loch\f1 
 should automatically reconfigure the system.    Suppose we do find a network that is operating, but if we can\hich\f1 \rquote \loch\f1 
t find a DHCP server, then we should be able to automatically assign an IP address.     If a DHCP server comes back online, then we should autom\hich\af1\dbch\af31505\loch\f1 a\hich\af1\dbch\af31505\loch\f1 
tically switch to the right IP address.    If someone is looking at a help topic, then we should be able to step him or her through the tasks to address their question.    We should be using as much automatic and dynamic self-configuration as possible.   
\hich\af1\dbch\af31505\loch\f1  \hich\af1\dbch\af31505\loch\f1 The system should be viewed as a true organism that is constantly adapting to its surroundings (usage, environmental changes, etc.).}{\rtlch\fcs1 \af0 \ltrch\fcs0 \insrsid2040834 
\par }{\rtlch\fcs1 \af0 \ltrch\fcs0 \insrsid9645363 \hich\af1\dbch\af31505\loch\f1 Still, simplicity is about more than just being smarter.    I expect that most early users believe that Office is quite com\hich\af1\dbch\af31505\loch\f1 
plicated.    Why?  Because Office doesn\hich\f1 \rquote \loch\f1 
t ease a user into using the product --- starting with the basics and gradually expanding to richer and richer power.     My Mom was overwhelmed when I first introduced her to Office.    She now has a limited set of\hich\af1\dbch\af31505\loch\f1  
\hich\af1\dbch\af31505\loch\f1 functions that she knows and she tries to avoid deviating from them.}{\rtlch\fcs1 \af0 \ltrch\fcs0 \insrsid2040834 
\par }{\rtlch\fcs1 \af0 \ltrch\fcs0 \insrsid9645363 \hich\af1\dbch\af31505\loch\f1 \hich\f1 I believe that user interfaces need to be scaled.    The scaling can be done in many ways.    The most na\'ef\loch\f1 
ve way to do this is to only show the basics and then create an advance area(s) w\hich\af1\dbch\af31505\loch\f1 \hich\f1 here the \'93\loch\f1 \hich\f1 pros\'94\loch\f1 
 go.    Another technique is to have toolbars not show up by default.    Another more high-tech approach is to track which features/functions a user does frequently and slowly evolve the interface to favor/highlight these functions.    We m
\hich\af1\dbch\af31505\loch\f1 u\hich\af1\dbch\af31505\loch\f1 st really improve in this area in the future.}{\rtlch\fcs1 \af0 \ltrch\fcs0 \insrsid2040834 
\par }{\rtlch\fcs1 \af0 \ltrch\fcs0 \insrsid9645363 \hich\af1\dbch\af31505\loch\f1 
I hate most wizards.    They simply cover up the complexity that exists in the system.   If a wizard fails for some unplanned reason, the user is dumped right back in the underlying complex system.    If the un\hich\af1\dbch\af31505\loch\f1 
derlying system weren\hich\f1 \rquote \loch\f1 t complicated, then probably a wizard wouldn\hich\f1 \rquote \loch\f1 
t have been needed in the first place.     A wizard might be useful in certain multi-step interactions with the system, but in general they could be avoided if the system was simpler and s\hich\af1\dbch\af31505\loch\f1 m\hich\af1\dbch\af31505\loch\f1 
arter.}{\rtlch\fcs1 \af0 \ltrch\fcs0 \insrsid2040834 
\par }{\rtlch\fcs1 \af0 \ltrch\fcs0 \insrsid9645363 \hich\af1\dbch\af31505\loch\f1 
In short, I think we need ways to scale the UI from simple/basic operation to more advanced operation.    We need the system to be more automated about configuration and learning what a user uses and might want to use.    And we should hide (or tota
\hich\af1\dbch\af31505\loch\f1 lly remove) clutter that is in everyone\hich\f1 \rquote \loch\f1 \hich\f1 s face unless the bulk of na\'ef\loch\f1 ve users will use the function.}{\rtlch\fcs1 \af0 \ltrch\fcs0 \insrsid2040834 
\par }\pard\plain \ltrpar\s1\ql \li-2790\ri0\sb120\sa100\keepn\widctlpar\noline\wrapdefault\hyphpar0\aspalpha\aspnum\faauto\outlinelevel0\adjustright\rin0\lin-2790\itap0 \rtlch\fcs1 \af0\afs20\alang1025 \ltrch\fcs0 
\b\fs32\lang1033\langfe2052\loch\af1\hich\af1\dbch\af31505\cgrid\langnp1033\langfenp2052 {\rtlch\fcs1 \af0 \ltrch\fcs0 \insrsid9645363 \hich\af1\dbch\af31505\loch\f1 Obviousness}{\rtlch\fcs1 \af0 \ltrch\fcs0 \insrsid2040834 
\par }\pard\plain \ltrpar\s16\qj \li-2340\ri0\sa120\sl-240\slmult0\widctlpar\noline\wrapdefault\hyphpar0\aspalpha\aspnum\faauto\adjustright\rin0\lin-2340\itap0 \rtlch\fcs1 \af0\afs20\alang1025 \ltrch\fcs0 
\fs20\lang1033\langfe2052\kerning20\loch\af1\hich\af1\dbch\af31505\cgrid\langnp1033\langfenp2052 {\rtlch\fcs1 \af0 \ltrch\fcs0 \insrsid9645363 \hich\af1\dbch\af31505\loch\f1 
If you delete an icon on the desktop, what do you think happens?    Does the object really go away?   You would think so \hich\f1 \endash \loch\f1  it\hich\f1 \rquote \loch\f1 s the obvious thi\hich\af1\dbch\af31505\loch\f1 ng \hich\f1 \endash \loch\f1 
 after all you deleted it, right?   Well, it depends on the object.  In some cases the entire object goes away (e.g., spreadsheet \hich\f1 \endash \loch\f1 
 assuming no links!), but in other cases only portions of the total object goes away (e.g., program executables).     So\hich\af1\dbch\af31505\loch\f1 m\hich\af1\dbch\af31505\loch\f1 e programs today have icons on the desktop, menu items in the }{
\rtlch\fcs1 \af0 \ltrch\fcs0 \b\insrsid9645363 \hich\af1\dbch\af31505\loch\f1 Start}{\rtlch\fcs1 \af0 \ltrch\fcs0 \insrsid9645363 \hich\af1\dbch\af31505\loch\f1 
 menu, tons of files somewhere on the disk, and a series of registry entries (sometimes dispersed in several areas of the registry).    The obvious thing just doesn\hich\f1 \rquote \loch\f1 t happen when you delete\hich\af1\dbch\af31505\loch\f1 
 objects.    In fact, our inconsistency concerning deletion is one reason why most user\hich\f1 \rquote \loch\f1 s disks are full of unnecessary files; the user thinks they were already deleted!}{\rtlch\fcs1 \af0 \ltrch\fcs0 \insrsid2040834 
\par }{\rtlch\fcs1 \af0 \ltrch\fcs0 \insrsid9645363 \hich\af1\dbch\af31505\loch\f1 The system should never pretend to do something transparently if it can\hich\f1 \rquote \loch\f1 t do it perfec\hich\af1\dbch\af31505\loch\f1 
tly 100% of the time.    The cancel button in the browser is a great idea, for example.    It is horribly confusing when the system tries to hide something that ends up showing up in certain failure cases.   Better to let the user participate in the envir
\hich\af1\dbch\af31505\loch\f1 o\hich\af1\dbch\af31505\loch\f1 
nment in this case.    It is much more obvious this way.    The conceptual model then is the same for the user and the computer.    Another example deals with Intellimirroring.    We should NOT hide the fact that there is a difference between a user who i
\hich\af1\dbch\af31505\loch\f1 s\hich\af1\dbch\af31505\loch\f1  connected vs. standalone.    Trying to pretend like there is no difference will clearly not work and the user will be surprised at random times as the transparency fails.}{\rtlch\fcs1 \af0 
\ltrch\fcs0 \insrsid2040834 
\par }{\rtlch\fcs1 \af0 \ltrch\fcs0 \insrsid9645363 \hich\af1\dbch\af31505\loch\f1 Tasks that users perform frequently or would likely have to do at some point should \hich\af1\dbch\af31505\loch\f1 
be very discoverable.    It is critical to understand a prioritized list of tasks and optimize the obviousness of these.   The operating system is a mixed bag today.    An example of a big improvement is the Small Business Server.    But, in general, our 
\hich\af1\dbch\af31505\loch\f1 u\hich\af1\dbch\af31505\loch\f1 sability is very poor across our products.   I don\hich\f1 \rquote \loch\f1 
t think we ever generated such a prioritized list for the operating system.    If we had, then things like configuring and accessing Mail (or fax) would have been much simpler than it is today. Designers \hich\af1\dbch\af31505\loch\f1 m
\hich\af1\dbch\af31505\loch\f1 ust be very hardcore to ensure that the ease of use for the key tasks is not undermined.}{\rtlch\fcs1 \af0 \ltrch\fcs0 \insrsid2040834 
\par }{\rtlch\fcs1 \af0 \ltrch\fcs0 \insrsid9645363 \hich\af1\dbch\af31505\loch\f1 As an example, consider Backup.    Where should the program item and/or icon be placed?    Should the dialogs give the user lots of power through many choices (increme
\hich\af1\dbch\af31505\loch\f1 ntal, scheduled times, particular files, job definitions, etc.)?    The obvious task the user wants to do is to simply backup the system (or restore a file).    Any design that doesn\hich\f1 \rquote \loch\f1 
t make this task }{\rtlch\fcs1 \af0 \ltrch\fcs0 \i\insrsid9645363 \hich\af1\dbch\af31505\loch\f1 extremely}{\rtlch\fcs1 \af0 \ltrch\fcs0 \insrsid9645363 \hich\af1\dbch\af31505\loch\f1  obvious and easy is failing at this design pri
\hich\af1\dbch\af31505\loch\f1 nciple.}{\rtlch\fcs1 \af0 \ltrch\fcs0 \insrsid2040834 
\par }\pard\plain \ltrpar\s1\ql \li-2790\ri0\sb120\sa100\keepn\widctlpar\noline\wrapdefault\hyphpar0\aspalpha\aspnum\faauto\outlinelevel0\adjustright\rin0\lin-2790\itap0 \rtlch\fcs1 \af0\afs20\alang1025 \ltrch\fcs0 
\b\fs32\lang1033\langfe2052\loch\af1\hich\af1\dbch\af31505\cgrid\langnp1033\langfenp2052 {\rtlch\fcs1 \af0 \ltrch\fcs0 \insrsid9645363 \hich\af1\dbch\af31505\loch\f1 Safety}{\rtlch\fcs1 \af0 \ltrch\fcs0 \insrsid2040834 
\par }\pard\plain \ltrpar\s16\qj \li-2340\ri0\sa120\sl-240\slmult0\widctlpar\noline\wrapdefault\hyphpar0\aspalpha\aspnum\faauto\adjustright\rin0\lin-2340\itap0 \rtlch\fcs1 \af0\afs20\alang1025 \ltrch\fcs0 
\fs20\lang1033\langfe2052\kerning20\loch\af1\hich\af1\dbch\af31505\cgrid\langnp1033\langfenp2052 {\rtlch\fcs1 \af0 \ltrch\fcs0 \insrsid9645363 \hich\af1\dbch\af31505\loch\f1 
Users should be protected from making errors.    This seems obvious enough.    We do some of the easy things today (e.g., have a recycle bin, reconfirm a deletion or format, etc.).    But, we do virtually nothing to provide any safety for th
\hich\af1\dbch\af31505\loch\f1 e system as a whole.    Users can make a machine non-bootable in less than 10 seconds.    They can stop networking from working in 10 seconds.   They can break an application in about 10 seconds.     }{\rtlch\fcs1 \af0 
\ltrch\fcs0 \insrsid2040834 
\par }{\rtlch\fcs1 \af0 \ltrch\fcs0 \insrsid9645363 \hich\af1\dbch\af31505\loch\f1 We should never allow a system to be put in an unusable\hich\af1\dbch\af31505\loch\f1 
 state unless the hardware has failed.    Today, we have several problems.    First, we let people metaphorically play with the integrated circuits of the software by being able to play with system files loaded on the disk.    By system files I mean any c
\hich\af1\dbch\af31505\loch\f1 o\hich\af1\dbch\af31505\loch\f1 
mponent of the system that is used in the standard operation of the system.   There is no reason for this.    There is no reason anyone except a programmer needs to know anything about these files in the system.     They should not be able to be seen, del
\hich\af1\dbch\af31505\loch\f1 e\hich\af1\dbch\af31505\loch\f1 
ted, moved, renamed, or tampered with in any way.    Drivers (or other system components) should be signed and a user should explicitly agree to use a driver (or other system component) before they can be installed.     There should not be any way to part
\hich\af1\dbch\af31505\loch\f1 i\hich\af1\dbch\af31505\loch\f1 ally remove or install an application.}{\rtlch\fcs1 \af0 \ltrch\fcs0 \insrsid2040834 
\par }{\rtlch\fcs1 \af0 \ltrch\fcs0 \insrsid9645363 \hich\af1\dbch\af31505\loch\f1 
Second, we need to ensure that manual configuration operations (hopefully over time there should be fewer and fewer of these) cannot put the system in an unusable or non-recoverable state.   If a manual configuration \hich\af1\dbch\af31505\loch\f1 
could make some part of the system (e.g., hardware device, network connection) stop working, then the user should be strongly warned about the danger of the proposed change.   We should attempt to make significant changes a single step UI operation so tha
\hich\af1\dbch\af31505\loch\f1 t\hich\af1\dbch\af31505\loch\f1 
 we can detect the danger easily.    In contrast today, configuring a dial-in line requires multiple steps in different areas of the UI with reboots in between.    Obviously mistakes are easy and restoring the system to the way it was before the configura
\hich\af1\dbch\af31505\loch\f1 t\hich\af1\dbch\af31505\loch\f1 
ion started in very difficult.    A global undo is a good idea.  In addition, issues arise when something is reconfigured (e.g., deleting an ISDN board) where we leave partial bits of information around that confuse the system.    When something is delete
\hich\af1\dbch\af31505\loch\f1 d\hich\af1\dbch\af31505\loch\f1 , }{\rtlch\fcs1 \af0 \ltrch\fcs0 \i\insrsid9645363 \hich\af1\dbch\af31505\loch\f1 every }{\rtlch\fcs1 \af0 \ltrch\fcs0 \insrsid9645363 \hich\af1\dbch\af31505\loch\f1 
trace should be removed from the system.    There shouldn\hich\f1 \rquote \loch\f1 
t be any information in the registry, file system, or user interface associated with the deleted entity.   In general, reversibility would build confidence for users to try new things since \hich\af1\dbch\af31505\loch\f1 
they would know that they could reverse any bad decision they made.    }{\rtlch\fcs1 \af0 \ltrch\fcs0 \insrsid2040834 
\par }{\rtlch\fcs1 \af0 \ltrch\fcs0 \insrsid9645363 \hich\af1\dbch\af31505\loch\f1 
Having an overall default mode for everything in the system is also a good idea.   This is a mode that lets the system operate no matter what, albeit perhaps not as customized as the u\hich\af1\dbch\af31505\loch\f1 ser might want. }{\rtlch\fcs1 \af0 
\ltrch\fcs0 \insrsid2040834 
\par }\pard\plain \ltrpar\s1\ql \li-2790\ri0\sb120\sa100\keepn\widctlpar\noline\wrapdefault\hyphpar0\aspalpha\aspnum\faauto\outlinelevel0\adjustright\rin0\lin-2790\itap0 \rtlch\fcs1 \af0\afs20\alang1025 \ltrch\fcs0 
\b\fs32\lang1033\langfe2052\loch\af1\hich\af1\dbch\af31505\cgrid\langnp1033\langfenp2052 {\rtlch\fcs1 \af0 \ltrch\fcs0 \insrsid9645363 \hich\af1\dbch\af31505\loch\f1 Personalization}{\rtlch\fcs1 \af0 \ltrch\fcs0 \insrsid2040834 
\par }\pard\plain \ltrpar\s16\qj \li-2340\ri0\sa120\sl-240\slmult0\widctlpar\noline\wrapdefault\hyphpar0\aspalpha\aspnum\faauto\adjustright\rin0\lin-2340\itap0 \rtlch\fcs1 \af0\afs20\alang1025 \ltrch\fcs0 
\fs20\lang1033\langfe2052\kerning20\loch\af1\hich\af1\dbch\af31505\cgrid\langnp1033\langfenp2052 {\rtlch\fcs1 \af0 \ltrch\fcs0 \insrsid9645363 \hich\af1\dbch\af31505\loch\f1 \hich\f1 Personal computers are about being \'93\loch\f1 \hich\f1 personal\'94
\loch\f1 .    That means it is critical that users be able to customize the interface they use to the computer \hich\f1 \endash \loch\f1  just like people customize/decorate their cars, homes, and desks at work. \hich\af1\dbch\af31505\loch\f1 
   Personalization can help make the system feel comfortable and familiar.}{\rtlch\fcs1 \af0 \ltrch\fcs0 \insrsid2040834 
\par }{\rtlch\fcs1 \af0 \ltrch\fcs0 \insrsid9645363 \hich\af1\dbch\af31505\loch\f1 This is an area where we need to do a lot of work \hich\f1 \endash \loch\f1 
 especially when a computer is shared. Today, we confuse per machine and per user state frequently.    We need to be able to custo\hich\af1\dbch\af31505\loch\f1 
mize very clearly for each user --- as well as make it easy to reset the environment to an overall default state for a new user (e.g., family member).    Further, it is important that this personalization be moveable easily from one computer to another.}{
\rtlch\fcs1 \af0 \ltrch\fcs0 \insrsid2040834 
\par }\pard\plain \ltrpar\s1\ql \li-2790\ri0\sb120\sa100\keepn\widctlpar\noline\wrapdefault\hyphpar0\aspalpha\aspnum\faauto\outlinelevel0\adjustright\rin0\lin-2790\itap0 \rtlch\fcs1 \af0\afs20\alang1025 \ltrch\fcs0 
\b\fs32\lang1033\langfe2052\loch\af1\hich\af1\dbch\af31505\cgrid\langnp1033\langfenp2052 {\rtlch\fcs1 \af0 \ltrch\fcs0 \insrsid9645363 \page \hich\af1\dbch\af31505\loch\f1 S\hich\af1\dbch\af31505\loch\f1 ome Mini Rules to Consider}{\rtlch\fcs1 \af0 
\ltrch\fcs0 \insrsid2040834 
\par {\pntext\pard\plain\ltrpar \s16 \rtlch\fcs1 \af0\afs20 \ltrch\fcs0 \f1\fs20\lang1033\langfe2052\kerning20\langnp1033\insrsid9645363 \hich\af1\dbch\af31505\loch\f1 1.\tab}}\pard\plain \ltrpar\s16\qj \fi-360\li-1980\ri0\sa120\sl-240\slmult0\widctlpar\noline
\jclisttab\tx-1980\wrapdefault{\*\pn \pnlvlbody\ilvl0\ls2\pnrnot0\pndec\pnstart1\pnindent360\pnsp120\pnhang {\pntxta .}}\hyphpar0\aspalpha\aspnum\faauto\ls2\adjustright\rin0\lin-1980\itap0 \rtlch\fcs1 \af0\afs20\alang1025 \ltrch\fcs0 
\fs20\lang1033\langfe2052\kerning20\loch\af1\hich\af1\dbch\af31505\cgrid\langnp1033\langfenp2052 {\rtlch\fcs1 \af0 \ltrch\fcs0 \insrsid9645363 \hich\af1\dbch\af31505\loch\f1 Data integrity or crashes must be ship stoppers.}{\rtlch\fcs1 \af0 \ltrch\fcs0 
\insrsid2040834 
\par {\pntext\pard\plain\ltrpar \s16 \rtlch\fcs1 \af0\afs20 \ltrch\fcs0 \f1\fs20\lang1033\langfe2052\kerning20\langnp1033\insrsid9645363 \hich\af1\dbch\af31505\loch\f1 2.\tab}}\pard \ltrpar\s16\qj \fi-360\li-1980\ri0\sa120\sl-240\slmult0\widctlpar\noline
\jclisttab\tx-1980\wrapdefault{\*\pn \pnlvlbody\ilvl0\ls2\pnrnot0\pndec\pnstart1\pnindent360\pnsp120\pnhang {\pntxta .}}\hyphpar0\aspalpha\aspnum\faauto\ls2\adjustright\rin0\lin-1980\itap0 {\rtlch\fcs1 \af0 \ltrch\fcs0 \insrsid9645363 
\hich\af1\dbch\af31505\loch\f1 Gracefully support all known failure conditions.   Program defensively being prepared for these failure cases.     Given the complexity of the system, don\hich\f1 \rquote \loch\f1 t expect administrators o
\hich\af1\dbch\af31505\loch\f1 r the end-user to figure out what the problem is.    You (the designer) have more knowledge of what to do than anyone else does.    The probability of having a human make the situation worse is very high.}{\rtlch\fcs1 \af0 
\ltrch\fcs0 \insrsid2040834 
\par {\pntext\pard\plain\ltrpar \s16 \rtlch\fcs1 \af0\afs20 \ltrch\fcs0 \f1\fs20\lang1033\langfe2052\kerning20\langnp1033\insrsid9645363 \hich\af1\dbch\af31505\loch\f1 3.\tab}}\pard \ltrpar\s16\qj \fi-360\li-1980\ri0\sa120\sl-240\slmult0\widctlpar\noline
\jclisttab\tx-1980\wrapdefault{\*\pn \pnlvlbody\ilvl0\ls2\pnrnot0\pndec\pnstart1\pnindent360\pnsp120\pnhang {\pntxta .}}\hyphpar0\aspalpha\aspnum\faauto\ls2\adjustright\rin0\lin-1980\itap0 {\rtlch\fcs1 \af0 \ltrch\fcs0 \insrsid9645363 
\hich\af1\dbch\af31505\loch\f1 Test all limit cases \hich\f1 \endash \loch\f1  e.g., disk full.}{\rtlch\fcs1 \af0 \ltrch\fcs0 \insrsid2040834 
\par {\pntext\pard\plain\ltrpar \s16 \rtlch\fcs1 \af0\afs20 \ltrch\fcs0 \f1\fs20\lang1033\langfe2052\kerning20\langnp1033\insrsid9645363 \hich\af1\dbch\af31505\loch\f1 4.\tab}}\pard \ltrpar\s16\qj \fi-360\li-1980\ri0\sa120\sl-240\slmult0\widctlpar\noline
\jclisttab\tx-1980\wrapdefault{\*\pn \pnlvlbody\ilvl0\ls2\pnrnot0\pndec\pnstart1\pnindent360\pnsp120\pnhang {\pntxta .}}\hyphpar0\aspalpha\aspnum\faauto\ls2\adjustright\rin0\lin-1980\itap0 {\rtlch\fcs1 \af0 \ltrch\fcs0 \insrsid9645363 
\hich\af1\dbch\af31505\loch\f1 Do not permit a user to change anything that could cause the system to crash (e.g., registry).    Do not give a user access to internal parts of the system that should be hidden.}{\rtlch\fcs1 \af0 \ltrch\fcs0 
\insrsid2040834 
\par {\pntext\pard\plain\ltrpar \s16 \rtlch\fcs1 \af0\afs20 \ltrch\fcs0 \f1\fs20\lang1033\langfe2052\kerning20\langnp1033\insrsid9645363 \hich\af1\dbch\af31505\loch\f1 5.\tab}}\pard \ltrpar\s16\qj \fi-360\li-1980\ri0\sa120\sl-240\slmult0\widctlpar\noline
\jclisttab\tx-1980\wrapdefault{\*\pn \pnlvlbody\ilvl0\ls2\pnrnot0\pndec\pnstart1\pnindent360\pnsp120\pnhang {\pntxta .}}\hyphpar0\aspalpha\aspnum\faauto\ls2\adjustright\rin0\lin-1980\itap0 {\rtlch\fcs1 \af0 \ltrch\fcs0 \insrsid9645363 
\hich\af1\dbch\af31505\loch\f1 Do not use computer terms (e.g., DNS, DHCP, FAT32, scandisk, DLL, etc.) when \hich\af1\dbch\af31505\loch\f1 \hich\f1 
communicating with a user.    THINK like someone who has never seen a computer before.    Create and use a glossary of terms for the product.    Error messages should only use terms from the glossary.    (The \'93\loch\f1 \hich\f1 repair\'94\loch\f1 
 person should have some means to get \hich\af1\dbch\af31505\loch\f1 m\hich\af1\dbch\af31505\loch\f1 ore diagnostic information.)}{\rtlch\fcs1 \af0 \ltrch\fcs0 \insrsid2040834 
\par {\pntext\pard\plain\ltrpar \s16 \rtlch\fcs1 \af0\afs20 \ltrch\fcs0 \f1\fs20\lang1033\langfe2052\kerning20\langnp1033\insrsid9645363 \hich\af1\dbch\af31505\loch\f1 6.\tab}}\pard \ltrpar\s16\qj \fi-360\li-1980\ri0\sa120\sl-240\slmult0\widctlpar\noline
\jclisttab\tx-1980\wrapdefault{\*\pn \pnlvlbody\ilvl0\ls2\pnrnot0\pndec\pnstart1\pnindent360\pnsp120\pnhang {\pntxta .}}\hyphpar0\aspalpha\aspnum\faauto\ls2\adjustright\rin0\lin-1980\itap0 {\rtlch\fcs1 \af0 \ltrch\fcs0 \insrsid9645363 
\hich\af1\dbch\af31505\loch\f1 Make concepts shown to the user work consistently in all cases (e.g., }{\rtlch\fcs1 \af0 \ltrch\fcs0 \b\insrsid9645363 \hich\af1\dbch\af31505\loch\f1 shortcuts}{\rtlch\fcs1 \af0 \ltrch\fcs0 \insrsid9645363 
\hich\af1\dbch\af31505\loch\f1 ).}{\rtlch\fcs1 \af0 \ltrch\fcs0 \insrsid2040834 
\par {\pntext\pard\plain\ltrpar \s16 \rtlch\fcs1 \af0\afs20 \ltrch\fcs0 \f1\fs20\lang1033\langfe2052\kerning20\langnp1033\insrsid9645363 \hich\af1\dbch\af31505\loch\f1 7.\tab}}\pard \ltrpar\s16\qj \fi-360\li-1980\ri0\sa120\sl-240\slmult0\widctlpar\noline
\jclisttab\tx-1980\wrapdefault{\*\pn \pnlvlbody\ilvl0\ls2\pnrnot0\pndec\pnstart1\pnindent360\pnsp120\pnhang {\pntxta .}}\hyphpar0\aspalpha\aspnum\faauto\ls2\adjustright\rin0\lin-1980\itap0 {\rtlch\fcs1 \af0 \ltrch\fcs0 \insrsid9645363 
\hich\af1\dbch\af31505\loch\f1 Avoid configuration if at all possible (e.g., make systems auto configuring by sensing the environment: memory size, network condition, etc.)}{\rtlch\fcs1 \af0 \ltrch\fcs0 \insrsid2040834 
\par {\pntext\pard\plain\ltrpar \s16 \rtlch\fcs1 \af0\afs20 \ltrch\fcs0 \f1\fs20\lang1033\langfe2052\kerning20\langnp1033\insrsid9645363 \hich\af1\dbch\af31505\loch\f1 8.\tab}}\pard \ltrpar\s16\qj \fi-360\li-1980\ri0\sa120\sl-240\slmult0\widctlpar\noline
\jclisttab\tx-1980\wrapdefault{\*\pn \pnlvlbody\ilvl0\ls2\pnrnot0\pndec\pnstart1\pnindent360\pnsp120\pnhang {\pntxta .}}\hyphpar0\aspalpha\aspnum\faauto\ls2\adjustright\rin0\lin-1980\itap0 {\rtlch\fcs1 \af0 \ltrch\fcs0 \insrsid9645363 
\hich\af1\dbch\af31505\loch\f1 \hich\f1 Do not show error messages to users unless they can specifically do something about the problem.    The system should recover from the problem automatically or simply stop working so that a \'93\loch\f1 \hich\f1 
repair\'94\loch\f1  person can diagnose the problem.}{\rtlch\fcs1 \af0 \ltrch\fcs0 \insrsid2040834 
\par {\pntext\pard\plain\ltrpar \s16 \rtlch\fcs1 \af0\afs20 \ltrch\fcs0 \f1\fs20\lang1033\langfe2052\kerning20\langnp1033\insrsid9645363 \hich\af1\dbch\af31505\loch\f1 9.\tab}}\pard \ltrpar\s16\qj \fi-360\li-1980\ri0\sa120\sl-240\slmult0\widctlpar\noline
\jclisttab\tx-1980\wrapdefault{\*\pn \pnlvlbody\ilvl0\ls2\pnrnot0\pndec\pnstart1\pnindent360\pnsp120\pnhang {\pntxta .}}\hyphpar0\aspalpha\aspnum\faauto\ls2\adjustright\rin0\lin-1980\itap0 {\rtlch\fcs1 \af0 \ltrch\fcs0 \insrsid9645363 
\hich\af1\dbch\af31505\loch\f1 Make the 90% case the de\hich\af1\dbch\af31505\loch\f1 sign center.    Ensure that the basic top 10 tasks are obvious.}{\rtlch\fcs1 \af0 \ltrch\fcs0 \insrsid2040834 
\par {\pntext\pard\plain\ltrpar \s16 \rtlch\fcs1 \af0\afs20 \ltrch\fcs0 \f1\fs20\lang1033\langfe2052\kerning20\langnp1033\insrsid9645363 \hich\af1\dbch\af31505\loch\f1 10.\tab}}\pard \ltrpar\s16\qj \fi-360\li-1980\ri0\sa120\sl-240\slmult0\widctlpar\noline
\jclisttab\tx-1980\wrapdefault{\*\pn \pnlvlbody\ilvl0\ls2\pnrnot0\pndec\pnstart1\pnindent360\pnsp120\pnhang {\pntxta .}}\hyphpar0\aspalpha\aspnum\faauto\ls2\adjustright\rin0\lin-1980\itap0 {\rtlch\fcs1 \af0 \ltrch\fcs0 \insrsid9645363 
\hich\af1\dbch\af31505\loch\f1 Integrate resolution of a user issue with the Help system.}{\rtlch\fcs1 \af0 \ltrch\fcs0 \insrsid2040834 
\par {\pntext\pard\plain\ltrpar \s16 \rtlch\fcs1 \af0\afs20 \ltrch\fcs0 \f1\fs20\lang1033\langfe2052\kerning20\langnp1033\insrsid9645363 \hich\af1\dbch\af31505\loch\f1 11.\tab}}\pard \ltrpar\s16\qj \fi-360\li-1980\ri0\sa120\sl-240\slmult0\widctlpar\noline
\jclisttab\tx-1980\wrapdefault{\*\pn \pnlvlbody\ilvl0\ls2\pnrnot0\pndec\pnstart1\pnindent360\pnsp120\pnhang {\pntxta .}}\hyphpar0\aspalpha\aspnum\faauto\ls2\adjustright\rin0\lin-1980\itap0 {\rtlch\fcs1 \af0 \ltrch\fcs0 \insrsid9645363 
\hich\af1\dbch\af31505\loch\f1 Assume that the network is error prone and transient.}{\rtlch\fcs1 \af0 \ltrch\fcs0 \insrsid2040834 
\par {\pntext\pard\plain\ltrpar \s16 \rtlch\fcs1 \af0\afs20 \ltrch\fcs0 \f1\fs20\lang1033\langfe2052\kerning20\langnp1033\insrsid9645363 \hich\af1\dbch\af31505\loch\f1 12.\tab}}\pard \ltrpar\s16\qj \fi-360\li-1980\ri0\sa120\sl-240\slmult0\widctlpar\noline
\jclisttab\tx-1980\wrapdefault{\*\pn \pnlvlbody\ilvl0\ls2\pnrnot0\pndec\pnstart1\pnindent360\pnsp120\pnhang {\pntxta .}}\hyphpar0\aspalpha\aspnum\faauto\ls2\adjustright\rin0\lin-1980\itap0 {\rtlch\fcs1 \af0 \ltrch\fcs0 \insrsid9645363 
\hich\af1\dbch\af31505\loch\f1 Create scaleable User Interfaces where a user can be slowed exposed to more pow\hich\af1\dbch\af31505\loch\f1 er, but can start their experience in a simple, non-threatening mode.}{\rtlch\fcs1 \af0 \ltrch\fcs0 
\insrsid2040834 
\par {\pntext\pard\plain\ltrpar \s16 \rtlch\fcs1 \af0\afs20 \ltrch\fcs0 \f1\fs20\lang1033\langfe2052\kerning20\langnp1033\insrsid9645363 \hich\af1\dbch\af31505\loch\f1 13.\tab}}\pard \ltrpar\s16\qj \fi-360\li-1980\ri0\sa120\sl-240\slmult0\widctlpar\noline
\jclisttab\tx-1980\wrapdefault{\*\pn \pnlvlbody\ilvl0\ls2\pnrnot0\pndec\pnstart1\pnindent360\pnsp120\pnhang {\pntxta .}}\hyphpar0\aspalpha\aspnum\faauto\ls2\adjustright\rin0\lin-1980\itap0 {\rtlch\fcs1 \af0 \ltrch\fcs0 \insrsid9645363 
\hich\af1\dbch\af31505\loch\f1 Avoid wizards that simply cover up the complexity of the underlying system.}{\rtlch\fcs1 \af0 \ltrch\fcs0 \insrsid2040834 
\par {\pntext\pard\plain\ltrpar \s16 \rtlch\fcs1 \af0\afs20 \ltrch\fcs0 \f1\fs20\lang1033\langfe2052\kerning20\langnp1033\insrsid9645363 \hich\af1\dbch\af31505\loch\f1 14.\tab}}\pard \ltrpar\s16\qj \fi-360\li-1980\ri0\sa120\sl-240\slmult0\widctlpar\noline
\jclisttab\tx-1980\wrapdefault{\*\pn \pnlvlbody\ilvl0\ls2\pnrnot0\pndec\pnstart1\pnindent360\pnsp120\pnhang {\pntxta .}}\hyphpar0\aspalpha\aspnum\faauto\ls2\adjustright\rin0\lin-1980\itap0 {\rtlch\fcs1 \af0 \ltrch\fcs0 \insrsid9645363 
\hich\af1\dbch\af31505\loch\f1 Use concepts from the real world.    And match the semantics of the real world as closely as possible.    If a\hich\af1\dbch\af31505\loch\f1 
 new concept is required, then ensure that it is defined and use consistency throughout the product and documentation.}{\rtlch\fcs1 \af0 \ltrch\fcs0 \insrsid2040834 
\par {\pntext\pard\plain\ltrpar \s16 \rtlch\fcs1 \af0\afs20 \ltrch\fcs0 \f1\fs20\lang1033\langfe2052\kerning20\langnp1033\insrsid9645363 \hich\af1\dbch\af31505\loch\f1 15.\tab}}\pard \ltrpar\s16\qj \fi-360\li-1980\ri0\sa120\sl-240\slmult0\widctlpar\noline
\jclisttab\tx-1980\wrapdefault{\*\pn \pnlvlbody\ilvl0\ls2\pnrnot0\pndec\pnstart1\pnindent360\pnsp120\pnhang {\pntxta .}}\hyphpar0\aspalpha\aspnum\faauto\ls2\adjustright\rin0\lin-1980\itap0 {\rtlch\fcs1 \af0 \ltrch\fcs0 \insrsid9645363 
\hich\af1\dbch\af31505\loch\f1 Design per user capabilities in the product from the start so that easy personalization is possible.}{\rtlch\fcs1 \af0 \ltrch\fcs0 \insrsid2040834 
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